Call Distribution order for Symposium Agents

[mkelle]

We have an option 61 with Symposium. Our vendor claims that calls are set up to go to longest idle agent, but it seems that the more efficient agents tend to get more calls. One tech that was here said the Meridian uses an odd algerithum to calculate longest idle agent and that it is based on statistics from the past hour, versus who had the last few calls. Can anyone explain exactly how this works? It appears to be a control in the PBX ACD distribution more so than Symposium.

 

[lretrievers]

Longest idle agent is not calculated to my knowledge. It is the agent who has been idle the longest with no telephone activity. However, things can trigger this such as hitting a feature button on the phone. If an agents hits Not Ready for a fraction of a second, it resets the timer. If they go off hook to make a DN call, it resets the timer. Many agents know this and they know how to make the system work in their favor.

Longest idle agent works when all of your agents have the same priority for the skillsets. If you have agents that are priority 1 for a skillset, and some with priority 2 for the same skillset, the priority one agents will always be presented with the call first.

 

[mkelle]

Thanks. The skillset group is the same for all agents and they all are set up with priority 1. FYI

 

[roadrunr92]

I agree with what Lretrievers stated...it's when the agent has been idle the longest; and some agents know how to work around the configuration. Then you can disable the MSB keys, etc to work against the agents!

 

[rfwhite]

It's my understanding that Symposium takes all call handling away from the Meridian, therefore nothing in the acd setup should affect the call without it showing up as an acd call. If you're using SCCS 5.0 there are some options you can select for how the agents are presented calls. See "Admin Guide for M1/Succession 1000 starting on page 212.

 

[JrContractor]

Did you ever find a resolution to this problem???? I am having a similar problem with the call distribution - agents all priority 1, Skillset threshold set to the present call to the longest idle agent since last ACD/CDN call, Queue to skillset by longest idle agents. Still having problems with the calls distribution. - Would problems such as firmware on phones cause this issue?

 

[mkelle]

Lretrievers reply to this thread helped me the most. ANY activity on the phone counts as activity and resets the counter for longest idle. I even had reps swap ID that they were logging in with, and the more efficient reps still handled more calls. The call flow distribution didn't follow the ID. The reps that play around with their phone more, get less calls, even though they claim they are waiting idle.