Rich Mckevitt
Systems Engineer
Hi - Was hoping someone maybe able to shed some light on a weird issue we are having
We are running MIVB v9 along with MICC v9 and for some reason when placing a call in to a queue it doesnt always go to the agent with the longest idle time. My understanding is that by default this is how it works but when testing it will sometimes jump one sometimes two agents who have been sat waiting in idle for a call and go to the 3rd agent in the queue.
I cant see anything whereby you can change how this works and it doesnt seem to be happening with any other queues we have with different agents
Has anyone come across this before?
Cheers
Rich
Many thanks Richard
We are running MIVB v9 along with MICC v9 and for some reason when placing a call in to a queue it doesnt always go to the agent with the longest idle time. My understanding is that by default this is how it works but when testing it will sometimes jump one sometimes two agents who have been sat waiting in idle for a call and go to the 3rd agent in the queue.
I cant see anything whereby you can change how this works and it doesnt seem to be happening with any other queues we have with different agents
Has anyone come across this before?
Cheers
Rich
Many thanks Richard