Agent wait times on an Avaya.

Hi All,

We have just converted from Avaya Skills Based Routing to Genesys URS routing and have noticed an anomaly where some agents do not recieve calls. They blame the Routing solution however…

Genesys currently selects an agent based on “longest available time”, ie. the agent who is sitting in available status for the longest time. Unfortunately, this allows a consultant to bypass taking calls by simply clicking on “unavailable” and then “available”…as this means the consultant is now not the longest available agent.

I have verified that the PABX used to select based on “longest idle time”, ie. queue to the agent who is (a) available, and (b) has not taken a call for the longest time which means ignore if the consultant has been on a break etc etc.

Any thoughts on how we could overcome this would be most welcome. Should we develop some form of custom statistic and get IRD to use it?

Graeme

Why not select a different type of statistic inside your strategy?

My own experience is that if your agents are paid on a per hour base the best thing to do is not to use any statistic which means that calls will be randomly distributed (this is quite fair actually). If your agents are paid on a per call basis then you can use longest idle.