BCM 400 Rls. 4.0 ICC question

[harps08]

The customer has 4 agents logged in:

Agent A = priority 1
Agent B = priority 1
Agent C = priority 2
Agent D = priority 3

The problem I am experiencing is that when both agents A and B are logged in and available calls always go agent A first. Is there a way that the system can load balance between the two evenly? As both Agent A and B are the main call takers.

 

[56BelAir]

Change your properties to least busy, instead of priority.Of coarse it will distribute to whomever is logged into que.

 

[SupportDude]

It's doing what you've configured it to do.
It's going to distribute the call to the first agent it finds idle with the highest priority.


-SD-

http://www.mysupportguy.net

 

[harps08]

Supportdude,

I understand that, my question is if two people have the same priority is it possible to have them balance the calls between them. It seems to always go the same person first.

 

[NTL555]

I had the same problem with my Call Center. I believe it was more user error and not being able to monitor who was on and off calls.

The person was apparently missing their calls and the Call Center puts them on busy for eternity until the agent makes themselves available again.

Get the ICC Reporting and you can closely monitor what the agent is doing IE outgoing, break, not available, etc.

NTL555

 

[nortelme]

When a Norstar or Enterprise reaches a "split decision" of equal value, it ALWAYS selects the set with the lowwest DN number.

 

[harps08]

Thank you Nortelme,

That answered my question.