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Expert Agent Selection
10-20 Issue 4 September 1995
The following table illustrates a call scenario that is valid for either UCD or EAD:
Table 10-12. Example of UCD/EAD Call Scenario
Time Event Skills
9:00 Jill logs in 22P, 13P, 47S
9:01 Jill available 22P, 13P, 47S
9:02 Jack logs in 22P, 47P
9:03 Jack available 22P, 47P
9:04 Call A arrives 47
9:05 Call A drops 47
9:06 Call B arrives 13
9:07 Call B drops 13
9:08 Call C arrives 22