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MIA Across Splits or Skills & ACW Agents Considered Idle

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coolk

coolk

MIS
Oct 29, 2002
122
GB
We currently have ACW Agents Considered Idle set to YES and MIA Across Splits or Skills set to NO. There have been reports of discrepancies about agents getting more calls than others.

What is the impact in changing these? We would like to reverse the current configuration, ie, MIA Across Splits or Skills to YES and ACW Agents Considered Idle to NO. Is it just a case of changing the options via the switch and then monitoring the impact?

Thanks.
 
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