Hi! I'm just confused what's the meaning of *1 in calls waiting field when I command "monitor bcms split 2"? Whenever I see that figure, I always checked the available agents to that specific skill and found out that there were still agents available around 9 staff. Can somebody help me with this? Thanks in advance.
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calls waiting
- Thread starter rod1
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actaeon1979
Instructor
Could you put a screen cap up here? I'm not sure I get what you mean...
Usually the *1 means that a direct agent call is waiting. Therefore the call is not queued to the skill, but it is queued or ringing to the particular agent that you've called. On that agent's Login ID, you must have specified that the Direct Agent skill is the skill that you are looking at.
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