Agent Ring Order

[HuweyII]

Is there a way to have calls in a hunt-group/skill/queue always try agents in a specific order.

i.e. in a particular call queue to have calls always go to John first, then to Jane only if John is not available, then to Bill only if John and Jane are not available?

Our system is G3 Version: V9
Call Center Release 9.1

EAS is enabled.

 

[DAVIDPAYNE]

on your skill, can you assign skill level? If you can assign as low skill lvl to the person that you want to get the majority of the calls.

 

[HuweyII]

We got this working. We had to change the "Group Type" in the "change hunt" screen to ead-mia. Then the agent with the lowest skill level (SL) set in "change agent" got calls first no matter how long he or anyone had been idle. So far it's working well.

Thanks for the nudge in the correct direction.

 

[HuweyII]

Here is what each "group type" means

circ -- Enter circ (circular) when the call should be routed in a "round-robin"
order. The order in which you administer the extensions determines the
order that calls are directed. The server running Communication Manager
keeps track of the last extension in the hunt group to which a call was
connected. The next call to the hunt group is offered to the next extension
in the circular list, independent of how long that extension has been idle.
You cannot use circular hunting with automatic call distribution, queues,
or vectors.

ddc -- Enter ddc when the call should be routed to the first extension or ACD
agent assigned in the ACD split. Group type ddc is also known as "hot
seat" distribution. "ddc" distribution is not available when the group is
administered as a skill.

ucd-mia or usb-load -- When ucd-mia or ucd-loa is entered, a call routes to the most-idle agent
based on when the agent finished the most recent call (ucd-mia), or the
least occupied agent based on agent occupancy (ucd-loa). Enter ucd-mia or ucd-loa -- if the
hunt group has an AUDIX message. One of these entries is required when supporting the Outbound Call
Management feature and when the Controlling Adjunct field is asai.

ead-mia or ead-loa -- When ead-mia or ead-loa is entered, a call routes to the available agent
with the highest skill level for the call. If two or more agents with equal
skill levels are available, Communication Manager routes the call to the
most-idle agent based on when the agent finished the most recent call
("ead-mia"), or the least occupied agent based on agent occupancy
("ead-loa"). This allows a call to be distributed to an agent best able to
handle it if multiple agents are available.

pad -- Enter pad (percent allocation distribution) to select an agent from a group
of available agents based on a comparison of the agent’s work time in the
skill and the agent’s target allocation for the skill.

slm Enter slm when you want to:
1. Compare the current service level for each SLM-administered skill
to a user-defined call service level target and identify the skills that
are most in need of agent resources to meet their target service
level.
2. Identify available agents and assess their overall opportunity cost,
and select only those agents whose other skills have the least
need for their service at the current time.