Functions and Examples

Given this scenario, the following table illustrates how Calls A, B, and C are distributed via UCD and EAD:

Table 10-13. Example of Call Distribution via UCD/EAD

 

UCD or

 

 

Time

EAD?

Result

Reason

9:04

UCD

Jill receives

Jill is the most idle agent for skill 47.

 

 

Call A.

 

 

EAD

Jack receives

Jack is the ‘‘more expert’’ agent

 

 

Call A.

because he has skill 47 as a primary

 

 

 

skill whereas Jill has skill 47 as a

 

 

 

secondary skill.

9:06

UCD

Jill receives

Jill is the only agent logged into skill

 

 

Call B.

13.

 

EAD

Jill receives

Jill is the only agent with Primary skill

 

 

Call B.

13.

9:08

UCD

Jill receives

Jill is the most idle agent for skill 22.

 

 

Call C.

She receives Call C even if she

 

 

 

handled Call A.

 

EAD

Jill receives

Both Jill and Jack have Primary skill

 

 

Call C.

22, but Jill has been logged in two

 

 

 

minutes longer than Jack (that is, she

 

 

 

is the most idle agent).

 

 

 

 

Issue 4 September 1995 10-21

Page 161
Image 161
AT&T 555-230-520 manual Example of Call Distribution via UCD/EAD UCD or Time, Result Reason