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

Page 148
Image 148
Avaya 3.1 manual Fbusy, Fdisc, Fmch