Avaya
3304 · Question #30
In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the
The correct answer is B. Uniform Call Distribution Most Idle Agent (UCD-MIA). See the full explanation below for the reasoning.
Question
In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the queued calls to an agent. Which type of call distribution method should the hunt group be configured to achieve this?
Options
- ADirect Department Calling (DDC)
- BUniform Call Distribution Most Idle Agent (UCD-MIA)
- CUniform Call Distribution-Least Occupied Agent (UCD-LOA)
- DDynamic Agent Selection (DAS)
- EExpert Agent Distribution-Most Idle Agent (EAD-MIA)
How the community answered
(18 responses)- A6% (1)
- B78% (14)
- C6% (1)
- E11% (2)
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