Agents sit in available while others get call after call 1

[PNWTelecomLady]

Like many of you, I am learning the Definity system by trial-and-error rather than formal training, so any assistance you can give here is most appreciated.

I have about 75 agents with two splits each, who take calls in about 8 VDNs between the two splits. All agents are set up identically, with greatest-need (not skill-level).

The two splits are both set up as EAD-MIA. The VDNs are all set as 1st-found.

Yet watching the real-time reports in CMS, about half the time, the guy who has only been in available for one minute gets the next call, instead of the guy who's been sitting there for thirteen!

What do I have set up incorrectly? What should I be checking? I can provide more information if needed.

Thanks in advance.

 

[Zen216]

how is the hunt group setup..?
ucd-mia, eas-mia, circ, etc?

 

[PNWTelecomLady]

Both are set up as EAD-MIA.

 

[Zen216]

man,, I didn't see that you already posted that.. lol sorry..
I have had the same issue before,, don't know why,, sometimes one rep seems to get all the calls..
I have tried to toggle between ucd-mia, and ead-mia..
sometimes it resolves the issue,,,,
wish I could be of more help...
hopefully some of the experts here will help out more, as I am interested in this as well..

 

[Ding07]

In Agent-loginID form, check Call Handling Preference, and the skill level (between 1 and 16).

 

[PNWTelecomLady]

All agent logins are set to greatest-need. The skills are all set to skill 1 first with priority 1 and skill 2 second with priority 1. We get far more skill 1 type calls, and the call type doesn't seem to play a role in the selection.

It's odd - it doesn't even appear that the agents themselves are consistently "bad". I had one sit in available for nearly 20 minutes until he finally got a call, after his colleagues had been taking many calls. When he was done with the call, he went back into available and then was almost immediately dumped into another, ahead of at least a dozen agents who had been in available for far longer.

 

[justinsm2]

You might want to try EAD-LOA where its going to look for the least occupied agent and kind of balance out the idle times.

 

[Zen216]

on oage 12 of system-parameters features, there is a few features that may pertain to this...

AGENT AND CALL SELECTION
MIA Across Splits or Skills? y
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? n
Auto Reserve Agents: none

ACW Agents Considered Idle
Enter y to have agents who are in After Call Work included in the
Most-Idle Agent queue. This means that ACW is counted as idle time.
Enter n to exclude ACW agents from the queue.

mia across splits

Enter y to remove an agent from the MIA queue for all the splits/skills/hunt
groups that he or she is available in when the agent answers a call from
any of his or her splits/skills/hunt groups.

reserve agents

When a critical skill is not meeting its service level, auto-reserve puts agents in standby for their
other skills to ensure that there is an available agent when the next call arrives for the critical
skill. When an agent becomes available, all of his or her assigned skills are checked to see if
any auto-reserve skills are not meeting their target service level. If so, the agent is made
available only in those skills.
all Puts an agent on stand-by for all skills.
none Agent is not on stand-by for any additional skills.
secondary-only Puts an agent on stand-by only for secondary skills.

don't know if these setting will help or not... but figured they looked interesting and may have an impact...