04-29-2009 09:49 AM - edited 03-14-2019 04:01 AM
hello folks
when the competence level is the same for all of the agents, the call routing is longest idle? is there a way to configure this?
thank you
Solved! Go to Solution.
04-29-2009 04:56 PM
As Chris said, it chooses Longest Available within the same competency rating.
If you want it to select agents in a linear fashion when multiple are available for the same period of time you would need to give one a higher rating than the other.
Agent A (5) - Available: 1 min
Agent B (5) - Available: 2 min
Agent C (5) - Available: 5 min
Agent D (4) - Available: 5 min
In this case, it would choose:
Agent C, B, and A based on longest available within the rating. It would then proceed to D because D has a lower rating.
04-29-2009 10:13 AM
I found them
thanks
* Longest Available: selects the agent who has been in the available state for the longest amount of time
* Most Handled Contacts: Selects the agent who has answered the most handled calls
* Shortest Average Handle Time: Selects the agent who generally spends the least amout of time talking to customers
* Most Skilled: selects the agent with the highest total competency leven and who has been available for the longest amount of time.
* Most Skilled by Order: Used for expert agent call distribution, selects the agent with the highest total competency leven in the ordered list
* Most skilled by weight: Selects the agent with the highest total competency level multiplied by the skill's associated weight
* Least Skilled: Selects the agent with the lowest total competency level and who has been available for the longest amount of time.
04-29-2009 10:13 AM
I see what you're saying. So if it is set up for skills based routing and there is a tie, say two people with the same skill, how does it choose between the two? I'm not sure, but my guess is that you cannot configure this.
04-29-2009 10:38 AM
Correct, if there are two agents with the same competancy level the longest idle algorithm is used to select between the two agents.
HTH,
Chris
04-29-2009 04:56 PM
As Chris said, it chooses Longest Available within the same competency rating.
If you want it to select agents in a linear fashion when multiple are available for the same period of time you would need to give one a higher rating than the other.
Agent A (5) - Available: 1 min
Agent B (5) - Available: 2 min
Agent C (5) - Available: 5 min
Agent D (4) - Available: 5 min
In this case, it would choose:
Agent C, B, and A based on longest available within the rating. It would then proceed to D because D has a lower rating.
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