VuStats Objective?

[WendiC]

Hi

Can anyone tell me what the VuStats Objective in a hunt group setup means?

We have a hunt group that says
VuStats Objective: 2

others just have nothing next to that line.

On this particular hunt group, it's set as ucd-mia but i'm being told that some agents are logged in and not receiving calls while others are getting 15 or so calls in a row.

i'm not sure how exactly to troubleshoot this.

Thanks
Wendi

 

[RTMCKEE]

From the admin guide:

VuStats Objective
Enter a numerical user-defined objective. An objective is a split or skill goal for the call. This could be an
agent objective such as a specific number of calls handled or an average talk time. The objective could
also be a percent within the service level. The objective appears on the VuStats display and allows agents
and supervisors to compare the current performance against the value of the objective for the split or skill.
You can use this value in a customized VuStats display format if, on the VuStats display format screen,
the Object Type field is either agent, agent-extension, or split.
Appears if, on the System-Parameters Customer-Options screen, the VuStats field is y and the
Measured field is either internal or both and, on the Hunt Group screen, the ACD field is y.

I don think this has anything to do with the issue your having. Its been my experience to NEVER take an agents word for something. You need to see it for yourself. Make sure they are auto-in and ready, have most of the other agents go not ready (aux) if need be.

MIA = most idle agent. They eventually figure out if they wait a couple of min and hit aux then got back to auto in, they are only idle since there little trick....

Assuming the agents are not up to something (and i usually never assume that) make sure they all have the same skill level.

If two agents have skill 2 level 1 and 2 have skill 2 level 2, the level one agents will always get the call first.

RTMCKEE