Expert Agent Distribution (EAD) algorithm routes calls to the most suitable agent based on the agent area and level of expertise. The system administrator can assign agents with a level of expertise from 1 through 16. Level 1 indicates that an agent has the highest qualification to address a query. When multiple agents are available, the contact center routes a call to the agent with the highest skill level.

Avaya Contact Center – Extended Capacity uses the following EAD methods:

• Most Idle Agent (MIA): If agents have the same skill level, the contact center routes a call to the agent who has the longest idle time since the last call.

• Least Occupied Agent (LOA): If agents have the same skill level, the contact center routes a call to the agent who has the longest idle time since login.

Avaya Contact Center – Extended Capacity provides an estimation of wait time to the caller based on the skill group occupancy and queue size. Different skills can have different wait times.