StrategyBuilder / StatTimeInReadyState

Architect & Flows
1

Hello,

I´ve got a question.

In one of our RoutingStrategy we´re routing the Calls to an AgentGroup.

We allways want to routed to Call to the longst idle Agent.

I´ve try the statistic vale “StatTimeInReadyState”.

But only to six or seven Agents the Calls are routed. The other Agents are “ready” the hole time.

Have you got an idea??

Thanks Eva

2

Do you have person defined for each of them with agent info attached?

In IR log, when the call comes, what does it say for targets?

3

I’ve got the same issue (see my posting titled “Routing to longest available DN in target list”). I do have a person defined for each agent in the group and the IR log shows that all of the correct agents are targeted. I’ve seen the same behavior routing to Agent Groups and to Skills.

4

Eva, Rick,

let me run a test on it. I will post a report about it in a day or so. If this is true, I will issue a ticket in regards to this problem. In the meantime, use a different statistic there are plenty of them out there :slight_smile:

Vic