UCD-MIA works in the same manner in the EAS environment as in a non EAS environment, except that the Communication Manager searches for the most idle agent with the required skill and does not use any per agent administered skill level preference.

UCD-MIA does not select an agent based on the skill level. Therefore, if an agent is the most idle agent with the required skill, even if the skill is assigned a secondary skill level for that agent, the call is delivered to the agent.