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Idle Time Since Last Symp CDN/ACD Call
- Thread starter dmpd
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- #3
(Heh... there is an old agent trick to make this happen. If you toggle your Not Ready button you reset your Idle time counter. Agents eventually catch on and do this during the day to keep themselves at the back of the queues.)
You get around that problem with the option of Idle Time Since Last Symp CDN/ACD Call checked.
You get around that problem with the option of Idle Time Since Last Symp CDN/ACD Call checked.
So what you are saying is you already checked that this wasn't happening or have programmed around this problem.
Your posting implied that it was a single agent and not your entire group, hance checking that they weren't toggling the not ready key is a genreal issue.
Do you have anymore information.. are they recieving any calls at all from the skillset that you are marking as priority 1?
Is the agent on more than one Skillset Assignment and two supervisors have the priority set different. Thus the last supervisor to run their assignment gets the setting?
Have you checked to see if the call priority has changed bumping the call itself past the oldest call? Perhaps somewhere, in that or other scripts, you are changing the priority of certain calls queued to that skillset?
There are any number of combinations to cause something like that but if you are asking if there is a general problem that is fixed by a PEP of somekind I am not aware of any.
Your posting implied that it was a single agent and not your entire group, hance checking that they weren't toggling the not ready key is a genreal issue.
Do you have anymore information.. are they recieving any calls at all from the skillset that you are marking as priority 1?
Is the agent on more than one Skillset Assignment and two supervisors have the priority set different. Thus the last supervisor to run their assignment gets the setting?
Have you checked to see if the call priority has changed bumping the call itself past the oldest call? Perhaps somewhere, in that or other scripts, you are changing the priority of certain calls queued to that skillset?
There are any number of combinations to cause something like that but if you are asking if there is a general problem that is fixed by a PEP of somekind I am not aware of any.
- Thread starter
- #5
cgilmer
Thanks for the reply. I had checked all the agent to skillset assignments and one person was getting calls before others with the same priority and this person had less idle time. I upgraded to PEP 12 and it cleared my problem. I also think since this was the only agent that had this problem that rebooting the server would have cleared the problem.
Thanks for the reply. I had checked all the agent to skillset assignments and one person was getting calls before others with the same priority and this person had less idle time. I upgraded to PEP 12 and it cleared my problem. I also think since this was the only agent that had this problem that rebooting the server would have cleared the problem.
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