With EAS, you can use the following call distribution methods:
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
Expert Agent Distribution-Most Idle Agent (EAD-MIA)
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
The following table summarizes the different call distribution methods, which are further defined in the following sections.
Agent selection method |
Communication Manager distribution |
EAD-MIA |
The highest skill level, downward from 1 to 16, and most idle agent. |
UCD-MIA |
The most idle agent without regard to skill level. |
EAD-LOA |
The highest skill level agent with the lowest occupancy. |
UCD-LOA |
The least occupied agent without regard to skill level. |
