Symposium - Call Distribution Problems

[JrContractor]

Hi - I have a location that are having call distribution problems. The calls are not being distributed correctly to the longest idle agent. The location has Symposium Rel 4.0 (has the latest Peps) The agents have call forcing without any call forcing delay timer. The scripts have been checked and re-checked. The sets are 2216 acquired by Symposium. The agents get paid on a per call basis and they notice the discrepancy in call distribution during the slow periods. Any suggestions on what to check would be appreciated.

 

[Sympology]

Of top of my head, if I remember correctly. Longest idle means that. So if they press a key and get dial tone then it resets the clock.
What do your reports say?

9/10 times, they "think" it's not distributing evenly, but in fact it is.

Seems an odd method of payment to me, what's to stop them getting friends to call in ! I guess you don't make the rules....

Only the truly stupid believe they know everything.
Stu.. 2004

 

[Milesprower]

this is basic, but:

Check the Skillset global settings. Make sure the radio button for "longest total time since last CDN/ACD call" is checked.

I echo Stu's comment. I can't tell the number of customers who spend their every waking hour trying to prove the SCCS is not distributing calls properly. 99.99% of the time the reason is operator error.

 

[Vaktolteny]

Another basic tip:
Check the priorities of the agents. SCCS will offer the call to the (highest priority) AND (longest idle agent). So if you want to distribute the calls within the agent equally, all agents has to have the same priority in the skillsets.

 

[JrContractor]

The SCCS is programmed with the following:
Call forcing 0 delay & 0 break after call
Skillset - Global Settings - Longest Total Time since last CDN/ACD call
The script has QUEUE TO SKILLSET BY LONGEST IDLE AGENT.
The agents are identifying the problem as they can see other agents receiving calls around them and they get 1 call to 3 calls that the person next to them is taking. Any one run into this problem??

 

[janeenaj]

Vaktolteny (TechnicalUser) 20 Jun 06 3:56
Another basic tip:
Check the priorities of the agents.

 

[JrContractor]

Forgot to mention - The agents all have priority 1 & the incoming calls are priority 2. All agents have been checked for priority.

 

[Jeff325]

JrContractor,
Remove the Call Priorities and monitor. Also, verify how the Skillset calls are being presented, OLDEST or FIRST IN QUEUE. If you are using Call Pilorities it should be OLDEST.

Good Luck
Jeff