BCM 400 setting up priority.

[uncleb23]

I have bcm 400 and within my skill set I have all CSR's at the same priority however when a call comes in it does not going to the CSR that has been available the longest. Does anyone have any idea how to set this? or change this setting to my choosing?

 

[gberger]

In your call pilot, under "call center" "skillset list" and properties of your skillset, make sure the method is set to
"least busy". If it is and it still does not transfer to the longest idle agent, your bcm probably need the latest patch applied. It was a known issue in previous release.
What version is your Bcm 400 and what patches have been applied?

 

[DBrewsky]

Also keep in mind, the longest idle is the person the Call Center see's that hasn't been on a call, and this "call" doesn't need to be a Call Center call.

Example:

Agent A has been waiting for a call. Agent B has just wrapped up a Call Center call. Agent A calls their spouse during this idle time and hangs up. A minute later Agent B receives the next Call Center call. Why? Because the system saw Agent A as busy and therefore it believes the longest idle telephone is Agent B.

I have proven this to Nortel Level 2 support and their response, "Works like it's supposed to"..



--DB

 

[gberger]

Specially if you have Call Center Reporting under "real time" you see the agent's status and their "idle time"...