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ICM Queue question

Is there a way to set up a queue to a skill group, but instead of queueing to the longest available agent I need to queue to the LAA who has been available for longer than 5 seconds.

We are running into an issue where agents are complaining that calls are rining in the instant they go available.


Re: ICM Queue question

I don't recommend you do this, however one solution might be to have a 5-10 second work time/wrap up time. This can be set through the agent desk setting and it will give every agent a few seconds after the call ends to prepare for the next call.


Re: ICM Queue question

wrap up will give time to agents who are in between calls. This does not prevent any calls sitting in the queue and any agent goes ready will be presented a call immediately.

By default system looks at LAA with all the algorithms and smartly presents a call. The issue is more to do with your Queue being full and less staff.

The other issue is training if agents are logging in fresh they can be put in not ready and when they are ready to accept a call they should make only then themselves ready.

If agents don't answer they go not ready automatically and call get back in queue.

Good luck,