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Business Advocate vs. Skill w/o Business Advocate

Business Advocate vs. Skill w/o Business Advocate

Business Advocate vs. Skill w/o Business Advocate

I have agents that are skilled with all EAS skills except for one skill. The EAS skills are set to UCD-LOA. The skill that is not EAS is set to EAD-MIA. All of the skills are set as greatest need and use service objective. The skill that is not EAS is getting answered first. Is there a reason? Should you not use a mix of EAS skills and non EAS skills together on an agent?

RE: Business Advocate vs. Skill w/o Business Advocate

EAS Skills UCD-LOA (Uniform Call Distribution - Longest Available Agent) UCD-LOA is designed to distribute calls to agents based on their availability and longest idle time. When all agents have the same EAS skill (UCD-LOA), calls are typically routed to the agent who has been idle the longest.

EAD-MIA (Enhanced Automatic Distribution - Most Idle Agent): EAD-MIA also prioritizes routing calls to agents based on their idle time, but it doesn't consider EAS skills or service objectives like UCD-LOA does.

Here's why the non-EAS skill (EAD-MIA) may be answered first: UCD-LOA skills prioritize distributing calls to agents who have been idle the longest among those with the same skill. However, EAD-MIA doesn't consider skill-based preferences and prioritizes the agent with the overall longest idle time, regardless of their skill. To me, there is always a "longest idle" agent and that agent (because its state is ready) will always get that EAD-MIA call. When you mix agents with EAS skills (UCD-LOA) and non-EAS skills (EAD-MIA), the non-EAS skill will take precedence in terms of idle time when routing calls, potentially causing agents with EAS skills to be passed over in favor of agents with non-EAS skills.

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