The EAD-MIA call distribution method selects the most idle agent with the highest skill level for the required skill to handle the call. This method of call distribution adds a layer of processing on top of the Most Idle Agent (MIA) distribution call processing.

EAD-MIA sorts the agents in the eligible-agent queue into multiple queues based on the skill level. Agents with the skill assigned at higher-priority levels appear in the eligible-agent queue ahead of agents with the skill assigned at lower-priority levels. The call is delivered to the most idle and most expert agent available.

When you use EAS Preference Handling Distribution (EAS-PHD), the agent can enter the MIA queue at one of the 16 levels. The lower the level, the higher the level of expertise. An agent with skill level 1 is the most qualified to answer a call to that skill. Without EAS-PHD, agents enter the MIA queue as either level 1 (Primary) or level 2 (Secondary) agents.

When agents with a lower skill level become idle, the agents enter the MIA queue in front of agents with a higher skill level.