Why would we have agents sitting idle and calls queued
VDNs using 1st found strategy
SPlits >
ACD? y
Queue? y
Vector? y
Group Type: ead-mia
Queue Limit: 100
skill y
_____________________________________________
Agents are skill based
Call Handling Preference: skill-level
noticed in most cases its Agents staffed and calls in que/splits and Agents are skill level 2 for that split
that are sitting some times idle > they are using skill levels 1 - 2 - 3 in different splits any way to force the call to an idle agent regardless of how many calls the agent had taken as i though the system kind of even the load for all agents so as the share the load of calls.
Is it becasue they are skilled at level 2 and the system
is waiting for a higher skill to pass on to agent if no calls are que to split that the agent is skileld at level 1
shouldn't the agent be passed the next longest call ??
a little confused as there is no ryme or reason why they sit idle with calls waiting.
regards
ayavauser
VDNs using 1st found strategy
SPlits >
ACD? y
Queue? y
Vector? y
Group Type: ead-mia
Queue Limit: 100
skill y
_____________________________________________
Agents are skill based
Call Handling Preference: skill-level
noticed in most cases its Agents staffed and calls in que/splits and Agents are skill level 2 for that split
that are sitting some times idle > they are using skill levels 1 - 2 - 3 in different splits any way to force the call to an idle agent regardless of how many calls the agent had taken as i though the system kind of even the load for all agents so as the share the load of calls.
Is it becasue they are skilled at level 2 and the system
is waiting for a higher skill to pass on to agent if no calls are que to split that the agent is skileld at level 1
shouldn't the agent be passed the next longest call ??
a little confused as there is no ryme or reason why they sit idle with calls waiting.
regards
ayavauser