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hayw00d (IS/IT--Management) (OP)
24 Oct 03 10:23
Hello,

When you have an agent who is logged into a UCD-MIA (Most Idle Agent) split, does the idle time correlate to the amount of time an agent has been off of an agent call, or any call in general?

For example, if an agent is due to receive the next call from a split, and they receive an internal call from another extension (not routed through the split), and/or receives a call from an answer group, does that impact their position in the queue so to speak?

Thanks in advance for any help.

Best regards,
Jason
SF0751 (MIS)
24 Oct 03 10:45
If I am reading the documentation correctly, idle time is calculated from split/skill calls only.  From the manual:

"Agents move toward the top of the eligible-agent queue as long as they remian staffed and available or on AUXIN or AUXOUT extension calls from the available state, or on an ACD call from another split (unless the "MIA across splits/skills" option is turned on)."

(from the Guide to ACD Call Centers manual: 555-230-716)

Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.   - Mark Twain

TMiyake (IS/IT--Management)
24 Oct 03 14:03
We have some of our queues setup as UCD-MIA.  Basically, unless they manually put themselves in an AUX state, they will be in line for the queue.  If they make or receive calls to their direct extension, they hold their place in line but cannot take a call until they are available.  They also keep their place if they go into ACW.  This was a handy feature for us because our sales department makes calls to generate sales, but the inbound queue calls are the almost guaranteed sales.  By using UCD-MIA the sales personnel were not penalized by being proactive and making a lot of outbound calls.  

I hope this helps.

Tom
hayw00d (IS/IT--Management) (OP)
24 Oct 03 14:43
Tom and Susan,

Thank you - that answers my question exactly.

We are in sales environment as well, where our agents are making outbound calls consistently.  On the same token, they are also waiting for ACD calls that - alike your scenario - are almost guaranteed sales.

Again, thanks for all of your help.

Best regards,
Jason

rjblanch (Programmer)
26 Oct 03 19:24
The unfortunate part about all of the above is when you have agents who want to be lazy or non-productive they decide that a 1 or 2 sec "AUX jump" is the way to avoid it.  It doesn't look that bad over the day, but it means that they never have to take any inbound calls.

Our centre runs a tech support line with outbound sales.  The agents are paid per outbound sale and get no bonuses for inbound calls.  This is how we have noticed this.

Has anyone else had this experiance and if so, is there any reporting around it or way to record it??

Thanks,
Rob.
SF0751 (MIS)
27 Oct 03 8:44
Generally speaking, an agent who does this is normally under suspicion anyway.  Whenever we suspect behavior like this, our first step is to activate an agent trace within CMS.  If they are committing abuses, the trace gives us step-by-step details in black & white - good for documentation.

Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.   - Mark Twain

BIS (TechnicalUser)
27 Oct 03 10:29
You could try ucd-loa (least occupied agent) if you have that feature turned on.

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