Question about Most Idle Agent ACD Split 3

[sjforcum]

Hello,

Here's a scenario...

Agent A reports for work at 8AM and promptly logs into Split 20. She then presses her auto IN button.

Agent B reports for work at 8:30AM and promptly logs into split 20. She then presses her auto IN button.

Due to Time of Day routing, calls do not begin floating into this split until 9AM.

Will Agent A take a majority of the incoming calls because her phone has been idle the longest? If so, what if she left her phone in Aux Mode. Does that leaving the station in that state count the same as Auto IN when calculating the time an agent has been idle?

TIA,
Steve

 

[ctr999]

Idle time is the time the agent is available (auto-in) for calls. Time in AUX would not count as available or idle time.

I do not believe that for call distribution purposes, the idle time is cumulative. I think it includes just the amount of time since the agent last took a call. Once the agent completes the call their "idle timer" is reset and they are put at the bottom of the most idle "list".

That is how I understood it worked anyway.

Hope that helps.

 

[sjforcum]

Bump anyone else?

 

[jglittle]

That answer is exactly right. I run a 200+ agent call center. All the information I have says that agent a will take the first call, then the timer is reset. Agent b will of course receive the second call.
If your call flow is not working like this, then it is due to the kind of ACD that they are in. You can do a display hunt 20, check the group-type. It should be ead-mia for call flow to work as we have stated here. If it is not an ead-mia hunt group, then I would refer you the the Definity On-line documentation available on Avaya's web site.
Hope this helps,
LittleJohn
>>>----->

 

[RTMCKEE]

another add on question?

If agent A just gets off a call and goes to the bottom of the list, and the next call is set to go to agent B who has been in auto in for 5 min.

What happens if agent B then goes into aux work for 5 sec, doesn't agent b go back to the bottom of the list since now agent A has been in auto in the longest?

RTMCKEE

 

[nrv]

Idle time from the Auto-in is calcualted only in Definity Advocate, otherwise all the ACD routing calculates Idle time calculated between the calls. So, whenever any agent attends the calls or goes for AUX mode goes to end of queue.

Please correct me if I'm wrong.

Vijay

 

[Billy4888]

I agree. Using EAD-MIA (Expert Agent Distribution - Most Idle Agent), any "idle time" (which the switch counts as any time the agent is not on an active ACD call, including ACW and AUX time) carries them closer to being the Most Idle Agent. I think, that if you use the EAD-LOA (Expert Agent Distribution - Least Occupied Agent) the switch only counts idle (Avail) time towards who should get the next call.

 

[kschut]

The 'most-idle-agent' is the agent who has NOW been AVAILABLE the longest since his/her last state-change (state-change is any change between AUX, ACW, ACD, AVAILABLE, OTHER). This allows agents to play the 'game of AUX', meaning that the most idle agent is never the one who switched to AUX for a fraction of a second, and thus will not get the next call.....

The 'least-occupied-agent' is more difficult and more fair: it is the agent who - according the mathematicians at Avaya - has done the least work today. This is not a straight-forward calculation when agents start at different times, however, it renders the 'game of AUX' useless.