An incoming call is matched to an agent who has one of the three VDN skills required to handle the call. This match is done by ACD queuing and the queue-to skill, check skill, messaging skill, or converse-on skill commands in the vector. If more than one agent is available for a call, the call is delivered according to whether EAD or UCD is administered for the skill hunt group.

For any one login session, an agent can have a maximum of four skills, or a maximum of twenty skills with EAS-PHD. Each agent skill is administered with a skill level.

Remember that when the Call Handling Preference is administered as greatest need, the agent receives the highest priority oldest call waiting for any of the agent’s skills. If the Call Handling Preference is skill-level, the ACD software distributes the call that is waiting for the agent’s highest skill-level skills when the agent becomes available. If no calls are waiting for the highest skills, the queued calls for the next highest skills are distributed to the agent. The following scenario describes call distribution when the Call Handling Preference is skill level.

Once an agent becomes available, the agent receives a waiting call in the following order:

1. Oldest DAC waiting for the agent if the direct agent skill is administered at the highest skill level of the agent.

2. Oldest call waiting at the highest priority for the highest skill-level skill.

3. Oldest call waiting at the next highest skill-level skill.

For example, Jill is the only agent with skills 22 (L1), 13 (L1), 23 (L1) and 47 (L2). While Jill is in the AUX work mode, five calls are queued, as shown in the following table, which also shows the skill level and priority level associated with each call.

Example of skill call queue sequence
Call	Time in queue	Skill number	Priority level
A	8:00	13	Medium
B	8:01	47	Top
C	8:02	23	Direct Agent
D	8:03	22	Top
E	8:04	22	Medium

Given this scenario, the next table indicates and explains the order in which Jill handles the five calls.

Example of skill call distribution for a single agent
Call handled	Reason
C	Only direct agent call queued at highest level skill.
D	Oldest call waiting at the highest priority for highest skill-level skills (Call B has the same priority level (Top), but it is assigned a lower skill level (47). Also, Call E has the same skill (22), but it has a lower priority level (Medium) and has not been waiting as long as Call D).
A	Oldest call waiting at the highest priority level for highest skill-level skills (Call E also has a primary skill (22) and the same priority level as Call A, but Call A has been waiting four minutes longer than Call E).
E	Only remaining call with the highest skill level (22) (Call B has a lower skill level (47)).
B	Last remaining call, and the only one that has the lower skill level (47).

If no calls are waiting when an agent becomes available, the agent is placed into the agent queue according to the call distribution method that is in effect. For UCD, the agent is placed at the bottom of the most-idle agent queue. For EAD, the agent is placed at the bottom of the agents with the same skill level.

The following table shows a call scenario that is valid for either UCD or EAD.

Example of UCD/EAD call scenario
Time	Event	Skills
9:00	Jill logs in	22(L1), 13(L1), 47(L2)
9:01	Jill available	22(L1), 13(L1), 47(L2)
9:02	Jack logs in	22(L1), 47(L1)
9:03	Jack available	22(L1), 47(L1)
9:04	Call A arrives	47
9:05	Call A drops	47
9:06	Call B arrives	13
9:07	Call B drops	13
9:08	Call C arrives	22

Given the scenario, the following table shows how Calls A, B, and C are distributed by UCD and EAD.

Example of call distribution by UCD and EAD
Time	UCD or EAD	Result	Reason
9:04	UCD	Jill receives Call A.	Jill is the most idle agent for skill 47.
	EAD	Jack receives Call A.	Jack is the more expert agent because he has skill 47 as a level 1 skill whereas Jill has skill 47 as a level 2 skill.
9:06	UCD	Jill receives Call B.	Jill is the only agent who is logged in to skill 13.
	EAD	Jill receives Call B.	Jill is the only agent with skill 13.
9:08	UCD	Jill receives Call C.	Jill is the most idle agent for skill 22. She receives Call C even if she handled Call A.
	EAD	Jill receives Call C.	Both Jill and Jack have skill 22 as a level 1 skill, but Jill has been logged in 2 minutes longer than Jack; that is, she is the most idle agent.