Uniform Call Distribution routing

Last Updated : Nov 30, 2021 |

In Uniform Call Distribution (UCD) routing, all contact center agents have the same skill level. Avaya Contact Center – Extended Capacity uses the following UCD methods:

  • Most Idle Agent (MIA): When multiple agents are available, the contact center routes a call to the agent who has the longest idle time since the last call.

  • Least Occupied Agent (LOA): When multiple agents are available, 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 queue size. The contact center allocates approximately the same wait time for all callers.