call presentation to longest idle agent

[Milesprower]

Question: I have SCCS 4.2 with skillset global setting set to longest idle agent since last ACD/CDN call.

As the beginning of the day when two agents log in with identical skillset assignments, does SCCS present the first call to the agent who logged in first or does it flip a coin?

As neither agent has yet taken a call, the longest idle agent since last ACD/CDN call parameter seems like it may not come into play.

 

[lretrievers]

One of those agents logged in first.......it doesn't flip a coin, it is the agent that is idle the longest.

 

[Milesprower]

That's what I would expect. I have documented proof (login/logout report) that Agent A logged in and was idle longer than Agent B, but Agent B did get the first call. They are both the same skill level.

I'm trying to rule out any possibilities before pursuing a trouble ticket. That's why I asked the question. Thanks for your response.

 

[lretrievers]

I would sit and watch phones and RTD very carefully. Perhaps someone is hitting a feature key on a phone which would reset the idle timer.

 

[Milesprower]

The Idle timer should be running since last ACD/CDN call. Toggling keys should not reset the timer should it? or is it only idle time that is counted, e.g. Agent A logs in at 8:00am and stays in not ready for three minutes. Agent B logs in a 8:01am but does goes available immediately. At 8:15am would Agent B get the call because they have 14 idle minutes vs. Agent A with only 12 idle minutes?

 

[lretrievers]

Toggling keys does reset the timer; unless your scripts are written with the intrinsic QUEUE TO LONGEST IDLE AGENT, agents can reset timers by playing with feature keys on their phones and the call will flow to the person who has the longest idle since last activity.

 

[Milesprower]

I would agree with your last point if I had the Agent Idle Perference (in Skillset Global settings) set to "longest idle time since last status change" but I don't, the setting is set to "longest idle time since last ACD/CDN call. This setting was added in Release 3 to overcome the very problem in your last post: agents resetting the idle timer by changing status.

By the way, in Release 6 (ccm 6) the wording for this option has canged to "longest total time since last ACD/CDN call

 

[Milesprower]

After further research, I have to take back my last post:

From the Release 5 scripting guide (QUEUE TO SKILLSET command):

"If you do not choose the By Longest Idle Agent option, then the call is presented to the longest idle agent since the last status change."

It appears the Idle Agent Preference selection does not take effect unless you also use the Longest Idle Agent option in the QUEUE TO SKILLSET command.

Thanks for you help, Iretrievers.