Route to Least Available Agent problem

[abhijit75]

Hello

I am using IPCC enterprise (6.0 SR 2) and trying to route calls to the least available person in a skill group. I am unable to get the person who has been available least, it always goes to the longest available. Here's what I have done so far:

In the Select node I select Skill group as my Target Type,I have selected Pick the target with the minimum value, and then use the Formula Editor to enter the following into the Select Min Value of column:

SkillGroup.CARP_CM.039.IC_TERM.LongestAvailable

The call goes to the longest available agent. Am I looking in the wrong place?

There are 2 agents in this skill group currently and this is the only skill group assigned to them.

Any help would be appreciated.

Thanks

Abhijit

[#2]

Ensure that the scripting had been built using Longest available agent instead of queue skill group

[abhijit75]

Hello

I don't follow. I think the system is currently set to follow route to longest available agent. I want to choose the least available agent. Or at least be able to change the route select option to choose Minimum Value and it doesn't seem to do that.

Where would I ensure that we are using LAA. I believe we are.

Thanks for the reply.

Abhijit

[gpulos]

the LAA Node is the Longest Available Agent node, not the least available.

i don't believe IPCC has a Least Available Agent node.