AT&T 555-230-520 manual Only Direct Agent call queued

Functions and Examples

illustrated in the following table (which also provides the skill and priority level associated with each call):

Table 10-10. Example of Skill Call Queue Sequence

Call	Time Queued	Skill No.	Priority Level
A	8:00	13	Medium
B	8:01	47	Top
C	8:02	22	Direct Agent
D	8:03	22	Top
E	8:04	22	Medium

Given this scenario, the following table indicates and explains the order in which Jill would handle the five calls:

Table 10-11. Example of Skill Call Distribution for a Single Agent

Call Handled	Reason
C	Only Direct Agent call queued.
D	Oldest call waiting at the highest priority for all primary skills
	(Call B has the same priority level (Top), but it is assigned a
	secondary skill (47) and not a primary skill. Also, Call E has
	the same skill (22), but it has a lower priority level (Medium)
	and has not been waiting as long as Call D).
A	Oldest call waiting at the highest priority level for all primary
	skills (Call E also has a primary skill (22) and the same
	priority level as Call A, but Call A has been waiting four
	minutes longer than Call E).
E	Only remaining call with a primary skill (22) (Call B has a
	secondary skill (47)).
B	Last remaining call, and the only one that has a secondary
	skill (47).

If no calls are waiting when an agent becomes available, the agent is placed into the agent queue according to the call distribution method in effect. For UCD, the agent is placed at the bottom of the most-idle agent queue. For EAD, the agent is placed at the bottom of either the primary agents in queue or secondary agents in queue, depending on the agent’s skill type.

Issue 4 September 1995 10-19