ACD with agent in multiple queues

[cl8ton]

We currently have a small call center using ACD that does not have the EAS feature. Calls go to first available agent. The Call Center handles calls coming in from two, sometimes three different splits. Since we have so few agents, its possible at times that one agent may be logged in and available in two splits at once. My question is - how does the system determine which call the agent will receive if a call comes in on split 1, as well as split 2? The manager is worried that the service levels on the less busy split are suffering..

Carla

 

[wellco]

Make sure your agents arnt using aux work to goto lunch or even longer. this will throw off reports and allow a split to send a call into the group which will go into que if no one is available to answer make sure they logoff to go away for long periods of time. but as far as calls go First in first out. so no worries on people sitting on hold that shouldnt be.

 

[cl8ton]

thanks everyone, you've been really helpful. I think you've covered it!