Skills and Queues (EAD/UCD)

[lisafire]

Hi - I'm administering an Avaya switch and there's something bugging me - I can't get my head round it.

Skill levels (1-16) I know are to get your calls answered by the most experienced agent. I want to know how the skill being set to EAD or UCD affects this. Does anyone have any good explanations of the whole skilling setup, even some diagrams from documentation (which I've never managed to get hold of) ....?

[CASR]

I recently took an EAS class I your terms rung a bell so I looked in my course manual. There is some info about UCD and EAD. If you'd like me to fax you those pages, let me know.

[lisafire]

Hi CASR

That would be really great - I'm really searching for information here....
My fax # is +44 (0)141 800 4519
Would you mind addressing it to Lisa Patton please ?

Cheers
Lisa

[lisafire]

Magic - thanks for the info.

One related questin I have:
Using ead-loa and skill levels:
if a call queues to skill x I understand that the agent skilled with x at the highest level will get the call before agents with lower levels.
BUT I want to delay the switch looking for lower skilled agents : you know of another way to do this other than using a separate skill altogether i.e.
wait time 6 secs
q to skill y

I want to avoid using a separate skill if poss, but I'm not sure there's any way to do it .........

[CASR]

I don't think there is a way to delay the rolling to higher skill level within a skill...unfortunately, I think you'll have to set-up a secondary skill to roll calls to after 6 seconds of queing to skill x.

[lisafire]

Yeah - I thought as much - never mind, I'll work around it - cheers.