MIA and LOA 3

[telcomwork]

IS MIA calculation start from per call or based on the entire time they been logged in?

Same sort of question for LOA, reset with each call or does it factor in the entire time logged in?

TY!

 

[inerguard]

I understand most idle agent to be from the point of their last call.

If you look at a real time report and you have 5 agents in available, the nect call will go to the agent with the highest time in available.

Agents usually learn this and realise that by quickly pressing the AUX or ACW button and then straight into available again they can effectively put themselves to the back of the queue for when the next call comes in as they will no longer be waiting the longest in available, because the timer will start again the moment they go back into available from the aux state.

Derek

[Started on Version 3 software 15 years a go]

 

[MadAccess]

MIA is most idle agent since the last call, not over the entire time they have been logged in. Idle time includes time spent in ACW.

LOA is an agent who has spent the least amount of time overall on calls.

 

[telcomwork]

Thanks guys

 

[indygnwd]

Another factor is dont try and guess which agent will get the next call using CMS. CMS only monitors state changes not true MIA or Occupancy time. You have to look at the measurements in the switch to find the real data the ACD uses for agent selection. Also here is a little know fact. If I am an agent and have been setting idle for 5 minutes, aka my idle clock it at 5 mins. If I decide to make and outbound call my idle clock continues to count. It doesnt get reset to zero. Works also on inbound ext calls as well. Basically think of it this way, any outbound or incoming call to my phone (non-ACD) made or received from an auto-in (available) state will not reset my most idle clock. Same applies for LOA.