Hunt Group Methods & Descriptions

Types and description of the various Avaya hunt group methods.

Direct Department Calling (DDC) – the first agent administered in the hunt group. If the first agent is busy, it goes to the second agent, and so forth. This “hot seat” method puts a heavy call load on the first few agents. No extra software although you cannot use this method if you have EAS enabled.

Circular (circ)  – the next available agent in a chain. No extra software.

Uniform Call Distribution Most Idle Agent (UCD-MIA) – the available agent who has been idle the longest since their last call. No extra software

Uniform Call Distribution Least Occupied Agent (UCD-LOA) – the available agent with the lowest percentage of work time since login. Requires ACD, EAS, and CentreVu Advocate.

Expert Agent Distribution Most Idle Agent (EAD-MIA) – the available agent with the highest skill level who has been idle the longest since their last call. Requires EAS.

Expert Agent Distribution Least Occupied Agent (EAD-LOA) – the available agent with the highest skill level and the lowest percentage of work time since login. Requires EAS and CentreVu Advocate.

 

7 Comments

  1. Sorry I know this is an old thread but is After Call Work classed as Idle time by Avaya? Our Call Centre is set up with EAD-MIA agents who have been in After Call Work then go idle can get the call ahead of someone who has been in idle.

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