Mixing it up: UCD-MIA vs. EAD-MIA vs. Call Handling Method

[dudecrush]

Got a question,

Managers are complaining about an uneven distribution of calls, but are lacking in specifics. Our PBX is set to:
> MIA across splits/skills: YES
> ACW Considered Idle: YES
> Call Selection Measurement: Current-Wait-Time
ALL agent forms have the Call Handling Preference = skill-level.

I have three skills:
Skill A: UCD-MIA
Skill B: UCD-MIA
Skill C: EAD-MIA
ACW on each skill is set the same (2 min. 20 sec.)

Given: The default call handling preference of skill level routes the oldest, highest priority call to the agent’s highest skill level.
Given: UCD is intended to route uniformly regardless of skill level.
Gvien: EAD routes based on skill-level

So...: If you mix the three methods – two based on skill level and the other on uniformity – how does the PBX decide who gets the call?
Does routing by skill over-ride uniformity, or does that depend on what queue it comes from?
Does the PBX "run home to mama" and just route the oldest call waiting to the person waiting the longest?
Would changing the call-delivery method to Greatest-Need even out the calls?

Thanks much!

 

[smokinjoe2938]

Depends on the set up, how are the calls programmed to the call center? vectors? calling the hunt group directly? etc...

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[dudecrush]

Yes, we are using vectors. Calls are transffered to queues via the VDN number.

 

[smokinjoe2938]

the vector will go to the hunt group you tell the vector to send it to, so ucd-mia or ead-mia should both work, but ead-mia is a little more flexable, now remember if someone is in aux for an extended period of time or on acd outcalls then yes you will have uneven distribution of calls, lots of factors to consider, CMS or BCMS can help you out to see exactly what is happening here.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[dudecrush]

That much I already knew. What I'm trying to determimne is what happens when calls are presented and you have a "collision" of all 3 factors. Does one take precedence over any of the others, or does it just deliver the oldest call first? I'm thinking the latter, but I'm not sure.

 

[smokinjoe2938]

How could you have a collision? the vector points to a hunt group, so not understanding the question.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[bleebrant]

I assume all agents who answer skills A and B are assigned the skill at the same skill level?
Do you assign skill C at different skill levels to the agents?

 

[dudecrush]

Collision is perhaps the wrong term. I'm not talking about the calls not routing, I'm talking about what decision the PBX would make if confronted with all 3 logic patterns at the same time. What would it do?

Skill C - because its EAD-MIA - is the 1st skill listed, priority 1.

Skills A and B are listed 2nd and 3rd, respectively. Their priorities are also 2 and 3, respectively. They used to be EAD-MIA, but that was changed several months ago to UCD-MIA. However, since they now route UCD the skill priorities are no longer in play.