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 |
| option is not set). |
| The least occupied |
| 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 |
| 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. |
| |
| 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 |
| 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 |