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Cisco Employee

Least Occupied Agent in IPCC

Hi Members,

Can anyone suggest me how i can route the calls based on "least occupied agent"

In the select node i could see LAA and NAA (Next available Agent). I could see a document where NAA routes the call to highest percentage of available state.

Will Least occupied agent can be achieved by NAA, If so is there any document which clearly tells the difference between LAA & NAA

We use UCCE 8.0(3)

Regards,

Senthilkumar

1 REPLY

Least Occupied Agent in IPCC

I've never tried this myself and should probably test it in the lab, but what about using the customer properties and for consider if use Avail and for "Pick the target with the minimum value of:" TalkingIn.  This might not be perfect as it could penalize your fast talking agents too, but it's worth a try.

david

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