acd call routing 1

[ctrost]

I've searched what i could, and maybe im dense, but i still cant figure this out...

how do i figure out which agents get what calls when they're logged in? everyone is set up with the same skill, and everyone's agent is configured the same, but calls arent always going to the person who has not been on a call the longest amount of time...

how is this configured?

 

[lever]

I think this has to do with how the agent is set up.

Try looking at the second page of the agents.

At the top is =Call Handeling Preferance=

You have 3 option, "greatest need", "skill-level" or percent-allocation.

lever

 

[ctrost]

i did see this, but all agents in this group are listed as "skill-level" option, yet all agents have the exact same skill number and skill level entries... ?

 

[werdcrime]

Check the Group Type on the first page of your hunt-group form. From your first post it sounds like you want it set to ead-mia (mia is "most idle agent").

 

[ctrost]

the group type now says ucd-mia ?


should i change this or will it break something?

 

[Stinney]

UCD-MIA is uniform call distribution to the most inactive agent. If all agents have exactly the same skills and exactly the same skill level then changing to eas-mia isn't going to change what order they are getting the calls.

If you change to eas-mia (expert-agent-selection) then change the skill levels it will make a difference. An available agent with skill 123, and a SL of 1 will get a call before an available agent with skill 123 and a SL of 2.

Even if you don't use it, the Business Advocate User Guide document 07-300653 is great at explaining how all of the UCD-MIA, EAS-MIA, Greatest Need, etc all interact with each other.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[ctrost]

i did some more looking and found the user guide you speak of... and it did explain most of what i was wondering. thanks

however---


im not sure that the system is functioning right.

i know, for instance, last friday, one agent of two on staff that day got more calls than the other, even though the other was logged in and available.

it's almost like the system is routing to the first available agent in the order they are entered into the hunt group... ? so if agent A is listed first, and agent B second, agent A is getting more calls.

 

[Stinney]

How are you determining availability? CMS? BCMS?

Agents can play lots of games to make themselves the least inactive agent. Simply pressing their AUX button and going back into available or lifting the handset and hanging up, puts them at the bottom of the list of an MIA hunt group.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[ctrost]

we use BCMS for our call reporting.

the agent in question (the one that got the least ammount of calls) isnt doing anything on purpose to be at the bottom of the MIA group... it was me that wasnt getting calls)

would it be better to use ucd-loa to distribute calls more evenly?

 

[Stinney]

UCD-MIA shuold be the best way to evenly distribute the calls.

Can you post the hunt group and the agent setup?

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[ctrost]

I'll post up the layout in a bit, but i think the issue is showing up more now that there are fewer agents available in the hunt group to take calls. (only one other person and myself) and I typically get more/make more non-acd calls, which apparently affects my MIA status, each time i pick up the handset.

does that sound feasible as a reason that the MIA isnt working as well?

 

[ctrost]

here's page 1 of the hunt group

HUNT GROUP
Group Number: 24
Group Name: Tech Support Group Extension: 4030
Group Type: ucd-mia
TN: 1
COR: 1 Security Code: ISDN/SIP
Caller Display: grp-name
ACD? n
Queue? y
Vector? n
Coverage Path: 24 Night Service Destination: MM
Early Answer? n Local Agent Preference? n
Queue Limit: 1
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

 

[Stinney]

Yes, everytime you take/make any call it changes your state to AUX. Then when you finish the call you're back in available but the counter has started from 0 again.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[ctrost]

thats kinda what i figured. would using ucd-loa be affected the same way, or would that ignore direct station calls/activity?

 

[Stinney]

It should UCD-LOA is uniform call distribution - least occupied agent delivers calls to the available agent with the lowest percentage of work time since login.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.