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Functions and Examples
Issue 4 September 1995
10-19
illustrated in the following table (which also provides the skill and priority level
associated with each call):
Given this scenario, the following table indicates and explains the order in which
Jill would handle the five calls:
If no calls are waiting when an agent becomes available, the agent is placed into
the agent queue according to the call distribution method in effect. For UCD, the
agent is placed at the bottom of the most-idle agent queue. For EAD, the agent
is placed at the bottom of either the primary agents in queue or secondary
agents in queue, depending on the agent’s skill type.
Table 10-10. Example of Skill Call Queue Sequence
Call Time Queued Skill No. Priority Level
A 8:00 13 Medium
B8:01 47 Top
C 8:02 22 Direct Agent
D8:03 22 Top
E 8:04 22 Medium
Table 10-11. Example of Skill Call Distribution for a Single Agent
Call Handled Reason
C Only Direct Agent call queued.
D Oldest call waiting at the highest priority for all primary skills
(Call B has the same priority level (Top), but it is assigned a
secondary skill (47) and not a primary skill. Also, Call E has
the same skill (22), but it has a lower priority level (Medium)
and has not been waiting as long as Call D).
A Oldest call waiting at the highest priority level for all primary
skills (Call E also has a primary skill (22) and the same
priority level as Call A, but Call A has been waiting four
minutes longer than Call E).
E Only remaining call with a primary skill (22) (Call B has a
secondary skill (47)).
B Last remaining call, and the only one that has a secondary
skill (47).