If you use UCD-MIA, Communication Manager searches for an agent extension that has been idle for the longest time and delivers the call to the extension if the agent is available to receive an ACD call. The UCD-MIA method ensures a high degree of equity in agent workloads even when call-handling times per call vary.
Communication Manager determines which agent extension has been idle the longest by maintaining an ordered list of agents who are eligible to receive the next ACD call. Eligible agents enter the queue at the bottom and move towards the top of the queue. The agent who has been in queue for the longest time receives the next ACD call unless the agent is unavailable at the time when Communication Manager delivers the call. If the agent at the top of the queue is unavailable, Communication Manager checks the availability of the next agent in queue until an available agent is found.
When an agent completes an ACD call, the agent is added to the bottom of the eligible-agent queue for the split associated with the call. The MIA Across Splits/Skills field is used to put an agent at the bottom of all split or skill queues that the agent is logged into when the agent completes an ACD call. Agents move toward the top of the eligible-agent queue as long as the agents remain staffed and available or on AUXIN or AUXOUT extension calls from the available state, or on an ACD call for another split, unless the MIA across splits or skills option is turned on. You can decide if the agents in the After Call Work (ACW) or AUX Work modes are in the eligible-agent queues.
An agent is marked as unavailable to take an ACD call if the agent is:
The agent remains in queue moving toward the top of the queue. Agents in multiple splits enter multiple eligible-agent queues. The agent progress in each queue is independent of any activity in other queues.
You can administer Communication Manager to maintain a separate queue for available agents in each split or skill, or you can create one combined queue for agents in all splits or skills.
If the MIA Across Splits/Skills field on the Feature-Related System Parameters screen is set to n, Communication Manager maintains the available agent queue for each split or skill. When an agent answers a call, Communication Manager removes the agent from the available agent queue for the split or skill at which the call arrived. If the field is set to y, the agent is removed from all split or skill queues that the agent is logged in to when the agent answers a call for any of the assigned splits or skills.
The agent is returned to the agent queues, based on how you administer the following:
If forced Multiple Call Handling applies, the agent is placed in the queue when the call stops alerting.
If the ACW Agents Considered Idle field on the Agent LoginID screen is set to y or system and the ACW Agents Considered Idle field on the Feature-Related System Parameters screen is set to y, the agent is queued when the call completes.
If the ACW Agents Considered Idle field is set to n, the agent is queued when ACW completes.
If the AUX Agents Considered Idle (MIA) field on the Agent LoginID screen is set to y or system and the AUX Agents Considered Idle (MIA) field on the Feature-Related System Parameters screen is set to y, the agent is queued when the agent logs on. Agent queuing also depends on the value set in the ACW Agents Considered Idle field, as mentioned in the previous list item, and also on when the agent enters the AUX work mode, if the agent was not previously in the queue.
Note:
If you use an Expert Agent Distribution (EAD) method, that is EAD-MIA or EAD-LOA, the agent is put back in the queue after completing an ACD call against the administered skill level. If you do not use the EAD method, the agent is put at the bottom of the queue after completing an ACD call or otherwise entering the eligible-agent queue.
