Agent get customer call slower than other agent that has the same skill and leve

Hi All,

Here is a issue it is about an Agent get the customer call is too slow than other agent who is the same skill and same level. I am monotoring this agent by compare with the normal agent using CCPluse. I saw the status of the agent that has a problem
“WaitForNextCall” is 2 minutes and another agent that I use to compare the status “WaitForNextCall” is just 30 seconds but when customer came to the system the normal agent is pick up the customer call before.
I already check the config agent in CME everything is same.
I have one notice that is actually the abnormal agent the skill level is 5 but now we changed it to be 7 same the normal agent.
So what should I have to check it?

P.S. Agent didn’t hook off and hook on to make a tricky

Thanks you in advance
cheers,
Lekei

In your target block in IRD, on the Target Selection tab which statistic have you specified?

AgentTimeToreadyState

It will be good to look in URS log where the call is proceesed (normally it provide infiormation why one or another agent was selected).