On IPCC 7 and ACD Solution, I have a route select node as given below.I can see via both "ICM Webview skill report", from display real-time data in the script editor and "Avaya CMS skill report" that there are available agents in SiteA but the formula below still prefers to send the call to the SiteB where there is no availabe agents.How could it be possible since everyone (including ICM himself) sees available agents on SiteA?
I use Route Select node and in "Select Min Value Of" field I use this Formula: "1-SkillGroup.SiteA_sk1.LongestAvailable"to calculates
-400 for SiteA and -1800 for SiteB.
Since there are no available agents in SiteB the value for SiteB should be 1-0="0".
Why it's occur? Formula is right?
Tnx in advantage.