AT&T 555-230-520 manual Example of UCD/EAD Call Scenario Time Event Skills

Expert Agent Selection

The following table illustrates a call scenario that is valid for either UCD or EAD:

Table 10-12. Example of UCD/EAD Call Scenario

Time	Event	Skills
9:00	Jill logs in	22P, 13P, 47S
9:01	Jill available	22P, 13P, 47S
9:02	Jack logs in	22P, 47P
9:03	Jack available	22P, 47P
9:04	Call A arrives	47
9:05	Call A drops	47
9:06	Call B arrives	13
9:07	Call B drops	13
9:08	Call C arrives	22

10-20Issue 4 September 1995