ACD Splits & ACW

[maxster]

We have a problem where we use splits instead of skills on our ACD.

We have noticed that if an available Agent goes into ACW and back to available they become the shortest waiting agent and can prevent themselves from taking any calls.

Does anyone no how we can prevent this without changing to skills or removing the ACW function?

Thanks

 

[sjforcum]

Uh,


How about corrective action against the employee for sharking their job duties?

I don't know of a way in the system to fix this....but I'll be watching to see if anyone else does.

 

[europe]

See if in the System-parameters features the on the CALL CENTER SYSTEM PARAMETERS ACW is considered as IDLE, if not set to Y.

I know there is a UCS-LOA (least occupied agent) option but have not tried that with splits.



Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[europe]

should be UCD-LOA, look on tht hunt-group form and try that if you can instead of UCD-MIA. Like I said have never tried it, but you'll never know....

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[maxster]

Thanks europe,

I will try those changes and let you know how I get on.

Maxster

 

[KenEPrice]

You need either the CentreVu Advocate software which includes the Least Occupied Agent feature or from Release 9 onwards this feature is avialable on it's own without having to buy the whole Advocate suite.

With this you will be able to define UCD-LOA on the hunt group form.

This gets rid of the old 'AuxWrk' games and will sort out the problem with ACW as well.

Ken