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Expert Agent Selection (Category A only)
Use Expert Agent Selection (EAS) to route incoming Automatic Call Distribution (ACD)
calls to the agent who is best qualified to handle the call, that is, the agent with the
specialized skills or experience required to best meet the caller's needs.
In addition, EAS provides the following capabilities:
You assign all agent functions to the agent login ID and not to a physical phone.
Therefore, EAS agents can login to and work at any phone in the system.
Using the agent login ID, a caller places a call directly to a specific agent. These calls
can be treated and reported as ACD calls.
EAS ensures the best possible service to the caller.
Administering EAS
The following forms and fields are required to administer the EAS feature.
Required forms - EAS feature
Form
System Parameters
Customer-Options
Agent LoginID
Hunt Group
Vector Directory
Number
Class of Restriction
CDR System
Parameters
Field
ACD
Expert Agent Selection (EAS)
EAS-PHD
Vectoring (Basic)
All
Skill
ACD
Vector
Set all three fields to y.
Group Type (ucd/ead)
1st/2nd/3rd Skill (optional)
Direct Agent Calling
Record Called Agent Login ID Instead of Group or Member
Expert Agent Selection (Category A only)
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Issue 1.0 May 2003
147
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