When the UCD-LOA call distribution method is in use, Communication Manager delivers the call to the least occupied agent without regard to the skill level.

Least Occupied Agent (LOA) is the agent who has spent the lowest percentage of time on ACD calls. The position of the agent in the queue of available agents is determined by this percentage. The agent occupancy, that is, the percentage of time on calls, is always calculated separately for each agent skill, so there is an available (idle) agent queue for each skill.

If the AUX Agent Remains in LOA Queue field on the Agent LoginID screen is set to y or system and the AUX Agent Remains in LOA Queue field on the Feature-Related System Parameters screen is set to y, the occupancy is calculated from the time the agent logged in. Otherwise, the occupancy is calculated from the time the agent last entered a working state.