The following table summarizes the different call distribution methods.
Agent selection method |
call selection |
Feature availability |
Direct Department Calling |
The first available agent found in the hunt sequence. |
Non-EAS |
UCD-MIA |
The most idle agent, without regard to skill level. |
Non-EAS, EAS, Avaya Business Advocate |
EAD-MIA |
The highest skill level, most idle agent. |
EAS, Avaya Business Advocate |
UCD-LOA |
The least occupied agent, without regard to skill level. |
EAS, Avaya Business Advocate |
EAD-LOA |
The highest skill level agent with the lowest occupancy. |
EAS, Avaya Business Advocate |
