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With the UCCX Agent Routing, I saw the canned options and none of them really work for our needs.
Can they be customized or reversed?
Namely we would like to change the Shortest Average Handle Time to Longest Average Handle Time.
(If you’re spending more time on calls, you’re taking less calls, so you need to catch up.)
If Agent1 takes 10 calls at an average of 2 minutes, and Agent2 takes 5 calls at an average of 6 minutes, the technician who takes more calls is queued to continue taking more calls. That’s the opposite of what we need.
The best case scenario would be a system that looks at the ratio of Logged In time vs calls taken, then attempts to catch up people who’s ratios are worse.
For instance, we have two Agents that come in at the same time.
Agent1 takes 3 calls and an immediate break, Agent2 takes 10 calls without breaking.
We would like the next call to go immediately to Agent1, until his ratio of logged in time to calls taken is equalized.
Can the UCCX be configured in that way?