Longest Available Agent

Voice & Telephony
1

I am trying to do some routing based on Longest Available Agent. I am using an Aspect switch and have been trying to monitor an agent group defined in the switch. I have not been able to get any events from this switch defined group via Genesys. Is this even possible ? Any other ideas for receiving LAA on Aspect ?

Thanks

2

In your strategy, perform agent selection “Based on Statistics” , and use the stat “StatTimeInReadyState”. This will select the agent that’s been waiting/ready the longest.

3

Just remember an Agent can cheat this making a quick logout/login…

4

I’d like to know more about an agent can cheat this with a quick logout/login?

Do you mean by logging out/in they can avoid calls? Please explain.

5

If the stat you are using is “most idle agent” then the agent that has been in the ready state for the longest amount of time will get the call.

In a non-busy environment, if an agent quickly hits not-ready/ready they essentially reset their clock. Instead of being in a ready state for 1 min, they are only ready for 1 sec since they had changed to not ready.

There’s no need to log out, nor does the agent need to stay in a not-ready state for any measurable length of time.

Avaya has a method to route to least occupied agent (where they use agent occupancy as the stat) – there are drawbacks to that approach as well..

6

Have you checked out StatAgentLoading statistic?
It is used to select agents based on current agent loading

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7

Create a custom statistic for ‘TimeSinceLastCall’ which resets the timer based on the time the agent last received an inbound call, vs, time in Ready state. This prevents agents from going ‘ready / not-ready’ to beat the system, or agents calling eachother to ‘knock eachother out of agent queue’.

As for the switch defined groups, if they are not dynamic, could you not create a physical group in Genesys to mirror the switch group.

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8

What are the drawbacks to that approach?

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