Expert Agent Selection (EAS) is a skill-based routing feature that reduces the call transfer and call holding time by matching caller needs with agent skills.

When EAS is set to y, Communication Manager associates each phone with an agent login ID, which is an extension in the dial plan, and not with a skill hunt group. Hence, when an agent logs in, Communication Manager associates the phone with all the skill hunt groups that a system administrator assigns to the agent login ID.

Using Call Center Elite an administrator can assign up to 120 skills to an agent. The administrator can set the call handling preference, that is, administer distribution of calls with the greatest need before skill level under call surplus conditions. Conversely, staffed agents can be moved to handle calls under agent surplus conditions. Agent occupancy and the administered skill levels determine which agents handle calls under agent surplus conditions.

EAS supports a Direct Agent Calling (DAC) capability that a caller can use to speak with a specific agent. Communication Manager prioritizes and delivers a direct agent call before a skill hunt group call. Communication Manager receives the call as an ACD call but delivers or queues the call to the agent and not to a skill hunt group.

For more information, see Avaya Aura® Call Center Elite Feature Reference on the Avaya Support website at http://support.avaya.com.