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Call Vectoring/G3 EAS Option
Issue 4 September 1995
J-11
With EAS, most hunt groups tend to use EAD to allow callers to reach the
most expert agent. However, UCD might be used if all agents assigned a
skill are equally trained and if you want equal call distribution to the
agents.
4. In CMS: Dictionary: Splits/Skills, assign names to the skills.
The following table illustrates the guidelines provided up to this point.
Customer/Call
Center Needs Skill Name Skill Number UCD/ EAD COR
New policy — West Sales West 1 EAD
New policy —
West/Coast
Sales Coast 10 EAD
New policy —
West/OR
Sales OR 11 EAD
New policy —
West/CA
Sales CA 12 EAD
New policy —
West/AZ
Sales AZ 13 EAD
New policy —
West/Mountains
Sales Mountains 20 EAD
New policy —
West/CO
Sales CO 21 EAD
New policy —
West/TX
Sales TX 22 EAD
New policy —
West/NM
Sales NM 23 EAD
Questions (Rate
Quotes, Billing)
Service 30 EAD
Questions (Rate
Quotes, Billing)
Service Coast 31 EAD
Questions (Rate
Quotes, Billing)
Service Mountains 32 EAD
Claims Claims 2 EAD
Spanish Speaking Spanish 50 UCD
Spanish Speaking
Sales
Spanish Sales 51 EAD
Spanish Speaking
Service
Spanish Service 52 EAD
Spanish Speaking
Claims
Spanish Claims 53 EAD