"ddFmF
QQQ_¢_Q¬
1-82 ¤Fs¤mFsnnn
MIA Across Splits/Skills
m"==aapm:*p^"m=4"m*F¤F=am4pmb¤m4apm^F4p
zdacaddpzapma^4pzdacadd:pmF"¦"ad"*dF"VFm¤F¤FaF
¤zOp^FFmaF©Fh^Fm"m"VFm"m§F"4"ddOp"m©cadd:^F"VFma
Fhp¦F=Oph^F¤F¤F
FF:‘‘Automatic Call Distribution’’ on page 1-23OphpFamOph"apm"*p¤:
:"m=4pzdacadd
Additional Agent Login ID Capabilities
^FOpddp§amV4"z"*adaaF"F"dp"p4a"F=§a^"VFmdpVam
■¤p_m§FI^FmapzapmF=:"¤p"m§FFamV4"m*F
"aVmF=p"VFmpm^FVFmpVamOphm"VFm"¤p"m§F
FamV§add"zzd©p^F"apm§^FF^F"VFmdpVamO^F"¤p"m§F
FamVOp^""apma=aOOFFm:^F"VFmFamVp¦Fa=F^F
"apm
■"ddIp4"dd"mVFm:^F4"ddF=a"d^FpVamF¨Fmapm^F
4"ddaF¨Fm=F=p^Fz^©a4"dF¨Fmapm§^FF^F"VFm§a^^"pVam
adpVVF=am"ddp^FpVamF"4^^F"VFmam=FzFm=FmpO^F
z^pmF^F"VFma4¤Fmd©¤amVpF¨"hzdF:§^Fm"VFm¤Fh¤dazdF
z^pmF*F4"¤F^F©^"¦Fh¤dazdFpOOa4Fpp"F=Fc:dpVam"ddp§
^FF"VFmp*FF"4^F=am=FzFm=FmpO^Fa4¤Fmdp4"apm
Table 1-23. Call Handling Preference Call Distribution
EAD with Skill
Level EAD with
Greatest Need UCD with
Skill Level UCD with
Greatest Need
VFm"F
"¦"ad"*dF^Fm"
mF§4"dd"a¦Fa
a=Fda¦FF=p9
p_a=dF"VFm
§a ^^ F^a V^F 
cadddF¦FdOp
^F4"ddcadd
p_a=dF
"VFm§a^^F
^aV^Fcadd
dF¦FdOp^F
4"ddcadd
p_a=dF
"VFm§a^
^F4"dd
cadd
p_a=dF
"VFm§a^^F
4"ddcadd
VFm"Fmp
"¦"ad"*dF:4"dd
"Fam¤F¤F
^Fm"m"VFm
*F4phF
"¦"ad"*dF:^Fp
^FF4Fa¦F9
aV^Fzapa©
pd=F4"dd
§"aamVOp
"VFm^aV^F
dF¦Fdcadd§a^
4"ddam¤F¤F
aV^Fzapa©
pd=F4"dd
§"aamVOp"m©
pO^F"VFm
cadd
aV^F
zapa©
pd=F4"dd
§"aamVOp
^F"VFm
^aV^FdF¦Fd
cadd§a^4"dd
am¤F¤F
aV^F
zapa©pd=F
4"dd§"aamVOp
"m©pO^F
"VFmcadd