I've got a BCM 400 running v3.7 and we're having problems with call distribution. We have only one skillset, and it's set to the Least Busy method. What is happening is while there are agents who are sitting there idle for 4 ot 5 minutes, when a call comes in, it seems to go to one agent in particular who has only been available for less than one minute. Shouldn't the agent who is idle for 4 or 5 minutes receive the call? The only difference between these two agents is the 4-5 minute idle one had been logged in since the beginning of the day, while the second one who gets all the calls had only been logged in for about an hour. Any thoughts?
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Problem with ACD Call Distribution
- Thread starter dcomp11
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acewarlock
Technical User
I would use a Cell phone to call the Queue and watch the agents to see if the are getting the calls andd dumping them back into the system.
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acewarlock, we did that and the other agent is not receiving the call at all.
naurry, the agent who was free 4-5 minutes has a higher priority (10) than the one who was getting the call (15). I also thought that the system ignored priorities in Least Busy mode and followed them in Preferred mode, but perhaps I'm wrong?
naurry, the agent who was free 4-5 minutes has a higher priority (10) than the one who was getting the call (15). I also thought that the system ignored priorities in Least Busy mode and followed them in Preferred mode, but perhaps I'm wrong?
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