queue logs

Unanswered Question
Dec 29th, 2009

Is there a log file to show how the queue flow should work. It appears I have a few agents taking most of the calls and a few agents not getting calls unless everyone in the queue avoids the call and it finally gets to the agent that hasnt had a call in an hour.

I have this problem too.
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Jonathan Schulenberg Tue, 12/29/2009 - 10:21

Is this Express or Enterprise?

If express, this is defined on the CSQ configuration within /appadmin. It will contain one or more skills and a selection algorithm. If it is most skilled (likely) then those agents with higher competency ratings in the same skill will always be offered calls first. Agents at the same skill competency level will be offered the call in a longest available fashion.

david.macias Tue, 12/29/2009 - 18:58

If Enterprise, take a look at the webview reports for a certain team or group of agents.  Check their time in ready/not ready state, this should point you to the culprits.



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