Calls not routing correctly

[Caper68]

When Gina and any other coworker in group 64 are logged to
available, Calls will route 1st to Gina's extension regardless of the length of time each SP has been in available.
As an example, Gina ext - 2225325 and Kim Ext 2225331
Both Agents are in available and a call routes to Gina. Gina finishes the call and returns to available. Shortly after Gina recieves a 2nd call while Kim who has remained in available through the entire time does not receive a call.
Kim does receive calls when Gina is not available. However, it appears that if both CMs are in
available the call will most likely route to Gina.
As a result of this, Gina is receiving significantly more inbound trafic while her coworkers are not.

Both Logins 222-5331 and 222-5325 are configured
exactly the same with skills 254,64,253 Greatest
Needs. We are using ead-mia Skill Group Type ?

Also what would be the effect if we had some Agents using Greatest needs and some SP using Skill Levels in thier Agent profiles ?

Thanks in advance for your help .

 

[simreal]

If both agents are skilled the same the calls should route properly.

The only exception would be if these users are in different port networks and there are no dsp resources then the system will not route a call to them.

If there are dsp resources (medpro - medres boards0 make sure they are functioning properly.

The skill can also determine this based on most idle agent (ucd-mia) or least occupied agent (ucd-loa).
With loa if one agent takes a 20 minute acd call .. the other agents willl all take acd calls before she gets another until they have 20 minutes of occupied time.

With mia the agent who has been sitting idle the longest will get the enxt call.


Keep in mind agents aren't dumb and back in the day I used to have to deal with agents who would set their voicemail outcalling to their agent id ... and they would then send themselves messages. Audix would then outcall their agent id's and they would get bumpbed to the bottom of the que again.

 

[wil19148]

If multiple agents are available for one call, that is when the EAD comes into play. Since both agents have the same skill, and the skill is set to EAD-MIA, it will check the skill level first and decide who to send the call to. Give Gina and Kim the same skill levels and see if that balances things out.

The greatest need portion only comes into play when there is only one agent available and calls are holding in multiple skills.