LOA (least occupied agent) 2

[RGarcia87]

What is the difference between UCD and EAD if I'm going to use LOA?

Also, if I do use LOA will it look at my occupancy across all skills I'm assigned to? If my skills are all EAD-MIA and I have an agent assigned a low volume skill as priority 1 I'm not going to get many calls. What happens when I change to LOA?

 

[RTMCKEE]

EAD-LOA = will send the call to the highest skill level agent with the lowest occupancy.
UDC-LOA = will send the call to the least occupied agent without reguard to skill level.

UCD-MIA does not select an agent based on skill level. Therefore, if an agent is the most idle agent with the required skill, even if the skill is assigned a secondary skill level for that agent, the call is delivered to that agent.

UDC&EAD LOA the least occupied agent is the agent who has spent the lowest percentage of their time on ACD calls since logging in. The agent’s place in the queue of available agents is determined by this percentage. The agent occupancy (the percentage of time on calls) is always calculated separately for each skill an agent is logged into, so there is an available agent queue for each skill.

RTMCKEE



CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[RGarcia87]

Thanks! That makes more sense. What would you suggest in a call center where agents take multiple call types and want to distribute the calls evenly?

 

[RTMCKEE]

We use EAD-MIA, if you want the calls distributed equally no matter skill you'd want UCD-MIA. Do you want them on the call alot or on alot of calls. Think that is the big difference. LOA keeps them on the phone more, but MIA gives it to the person who has waited longest.

FYI... I dont really know all that crap off the top of my head. here is the doc i cut and pasted all that info in the previous post from. Its dated 1/2005 so its pretty recent.

http://support.avaya.com/elmodocs2/cms_r12/07-300300_1.pdf

RTMCKEE

A couple of observations on call distrabution. no matter which one you choose the agents will figure out in about 10 min how to manipulate the calls so they dont have to get so many. Also since i started working here i was introduced the the concept of "B*%CH Gating". That is where the sups will give all but the agents they dont like a high skill level number within CMS. This leaves the "unliked" agents fielding the lion's share of the calls. Just before the shift is over they change it back and claim ignorace. No matter what you do the agents will figure out how the calls are distributed and "work" the system.

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[RGarcia87]

We also use EAD-MIA and I know for a fact the way to manipulate the system is to press any key that will take yourself out of the idle state. After doing this you are no longer the "most idle agent", even if you put yourself back into the idle state in one second.