Lucent Technologies CentreVu Explorer II Version 1.0 User Manual page 251

Glossary
Messages
MI
MIA
Most Idle Agent (MIA)
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See Manual In .
See Most Idle Agent .
This is an ACD distribution method that
maintains a queue of idle agents and
distributes a call to the split/skill to the agent
closest to the head of the queue who is not
marked as "busy." ("Busy" is defined as being
in ACW, on an AUXIN/OUT call, or on an ACD
call for another split/skill.) Agents in multiple
splits/skills are in multiple "eligible agent" lists.
There is one list for each skill. If MIA across
splits/skills is enabled, agents are put at the
bottom of all agent lists after completing an
ACD call for any split/skill. If MIA across skills
is not enabled, an agent who is on an
AUXIN/OUT extension call from the AVAIL wait
or on an ACD call for another split/skill
continues to move up the list of eligible agents
for other splits/skills. Agents in ACW may or
may not be in the eligible agent lists,
depending upon the setting of an option (ECS
R5 and later).
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