Are you using Campaign Group target in your strategy when not using agent assignment?
If so that will almost certainly be your problem, campaign group target should only be used for campaigns that are using agent assignment.
This will cause the CurrentAgentAssignment statistic to be used to determine agent’s availability and for inbound calls to be routed to an agent with that statistic it’s value would have to be inbound, but it won’t be because agents are assigned to campaigns so the value of that stat will be the campaign name they are assigned to not ‘inbound’.
So, make sure that you are not using Campaign Group target in your strategy, use agent group or place group target instead.
Once you have done this you should restart URS to make sure that URS does not have currentAgentAssignment statistic open for any agent.
Hi caractacus:
We use this kind of routing (CampaignGroup routing) because it was a recomendation to use multiskill in outbound. I thought that you can use call blending without agent assignment using CampaignGroup routing in a outbound strategy. That was my first question, the need to understand the difference between agent reasignment and blending. In genesys manuals doesn’t appears that you need to use agent assignment to use blending. Only appears that with two options you can use blending, with progressive_blending_reserved_agents for activate progressive blending and progressive_blending_agents_status.
Any idea about this?
That’s right you can do blending using agent assignment, or the old way using the progressive_blending… options.
Using the progressive_blending… options you cannot use CampaignGroup target , use agent group or place group instead, campaign group target is for use with agent assignment.
If using agent assignment then you must use Campaign Group target.
If doing blending using the progressive_blending_… options, then all that happens is that the number of agents specified in progressive_blending_reserved_agents will be kept free to handle inbound calls.
Once you have used campaign group target for a campaign then the CurrentAgentAssignment statistic will be opened for the agent and you will need to close it somehow, deleting anc recreating the agent will have done that, but it restarting URS will also work.