Avaya 3.1 manual Fbusy, Fdisc, Fmch

Expert Agent Distribution (EAD)

Expert Agent	An agent selection method, available only in an Expert Agent Selection
Distribution (EAD)	(EAS) environment, in which idle agents are grouped by skill level (1 through
	16, if the EAS-PHD customer option is set; 1 or 2 if the EAS-PHD customer
	option is not set).
	The least occupied (EAD-LOA) or most idle (EAD-MIA) skill level 1 agent is
	selected or, if no skill level 1 agent is available, the least occupied or most
	idle skill level 2 agent, and so on.
Expert Agent	An optional switch feature that builds on the power of the Call Vectoring and
Selection (EAS)	ACD features of the switch to match the skills required to handle a particular
	call to an agent who has at least one of the skills that a caller requires.
	The ACD queuing and the vector commands Queue-to and Check are used
	to route a call to an agent with the appropriate skill to handle that call. With
	EAS, call distribution is based on skill. You can match the skills required to
	handle a particular call to an agent who has at least one of the skills that a
	caller requires.
	CMS collects data on skills in the same manner as it collects data on splits.
	Real-Time agent reports generally indicate which skills the agents have, and
	in which skill they are currently working.
	Skill reports show the performance of the skill overall, displaying such items
	as the ASA, the number of calls, and the percentage of calls answered within
	the target service level for the skill.
	CMS also reports VDN data by VDN skill preference, so that customers can
	assess the contact center performance relative to calls requiring particular
	skills. CMS reports how many calls were handled, how long these calls
	waited for service, and the average talk time for calls queued to a particular
	skill preference in a particular VDN.
Extension call	Extension calls are any calls that are originated by agents and non-ACD calls
	received by agents. For the Generic 3 switches, these include calls an agent
	makes to set up a conference or transfer.
FBUSY	See Forced Busy (FBUSY).
FDISC	See Forced Disconnect (FDISC).
Flex Agents	Flex agents are agents who have a role of roving, backup, or allocated
	through Business Advocate. Top and reserve agents are not flex agents.
FMCH	See Forced Multiple Call Handling (FMCH).
Forced Busy (FBUSY)	A trunk state. The caller receives a forced busy signal.

148 Avaya Business Advocate User Guide February 2006