Most idle agent after coming back from AUX

[GuzaPasha]

Hi all,

we got the following problem:

we use UCD-MIA for an agent skill.

suppose that that we have 2 agents logged in and in available state.(No calls active)

agent1, avail=2:12
agent2, avail=1:30

When agent 1, which is supposed to get new call in regular situation, presses AUX button the time is as follows

agent1, aux = :07
agent2, avail=1:30

And agent after few seconds presses AUTO-IN button the state is

agent1, avail= :03
agent2, avail=1:30

As you can see, Agent2 will receive a call, which is strange, cos now skill is cheated, agent1 avoid next call.

In big Call Center, some agents are able to avoid receiving calls for such a long time.

Any comments?

Is this a concept of how it works?

Switch should count avail+aux = new avaialable_State

GuzaPasha

 

[GuzaPasha]

Can anyone try this on your's system.

 

[tiramisu]

Hi Guza:

That's why you should work with LOA instead of MIA:
- MIA is a simple chronometer, keeps no history at all, and yes agents can cheat !
-LOA is a calculation for the whole login/logout-time. ACDTime (w or w/o ACW time) divided by STAFFTIME. The auxtime does not enter into the calculation. (to see the correct calculation, you could also check your CMS calculations)
The algorithm itself will start up at 70% LOA-time for the 1stlogged in agent & each next agent will first be compared to his/her peers (= agent with at least 1 same skill).

Regards,

Hilde

 

[GuzaPasha]

Thanx.

clear

Regards,