Expert Agent - CMS

[fraggles]

The problem we are having is the calls are not going through to the most idle agent. There does not seem to be a pattern as all the calls get answered but when we were looking at the CMS, 5 calls went though to agents that were avail but weren't avail for the longest waiting. We have 4 main hunt groups 3, 4, 5 and 6 and these lines are controlled by vectors 7, 8, 9 and 10. All the vectors are written q to skill 3, 4, 5 or 6. All of the hunt groups are setup as ead/mia, just can't see anything in theproogramming that could be causing this, any ideas thanks.

 

[rwylie81]

Do all the agents have the same skillset level?

 

[fraggles]

They are all set to level 1 which I know isn't ideal

 

[SF0751]

Do you use ACW? There is a setting in the feature-related system parameters where you can set ACW time to be counted towards your idle time.

The entry is ACW Agents Considered Idle? Y/N

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[fraggles]

Thank you I shall check that out, hadn't thought of looking there.

 

[McPhone]

You might also want to check your system-parameters features for 'MIA across splits or skills' (Pg 11 I think). This will decide whether it is overall available time or available time on a single skill before routing.

Just a thought..