Loop in callcenter

[lusioo]

Hi,
I have problem with something like this:
An incoming call comes from the queue to agent 1. Agent 1 is occupied. The call is placed in the queue again instead of being instantly directed to agent 2. This pattern repeats itself until the caller is directed to an available agent.

I am new in Avaya topics so I'll appreciate any clue or advice.
I am using CCE 5.3 and Avaya SA 5.2

regards K.

 

[janni78]

How is Agent 1 occupied?
The phone rings but the agent doesn't answer or the agent is busy in another call?

"Trying is the first step to failure..." - Homer

 

[lusioo]

Hi.
Agent 1 is busy in another call.

 

[janni78]

Don't know what Avaya SA is and CCE should probably be 5.0.3?

But are you routing the calls through a vector and how does it look in that case?

"Trying is the first step to failure..." - Homer

 

[jmbailey]

Are the calls truly coming in to Skills or are the calls coming in to hunt groups?

Are agents configured to accept more then one ACD call at a time?

Looking at your reports, do you see calls identified as RONAs for the agents (assuming you have CMS too?)

 

[Stinney]

Sounds like you have multiple call handling turned on in the skill. If an agent is on a call will they never answer a second call? If so, and if multiple call handling is turned on, I would turn it off. That way if all agents are on a call, the caller will remain in queue, or if they are directed to an agent that doesn't answer, then the caller can be redirected back into queue.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius