Hello everyone I was wondering if someone could possibly provide some guidance on this ACD question. We have a queue that has about 15 agents, and they make several outbound calls, but they are also part of a queue and get inbound calls. Several agents have said they are not getting any inbound calls. What I have noticed is that anyone who makes a large amount of outbound calls will have less inbound calls.
My question is what is the priority of who gets the next inbound call. Is it based on idle time, or time since the last event (which could have been an outbound call). Is there a way to change the way priority of who gets the calls?
Just to let you know there is no type of Skill Levels setup on the queue, so everyone should equally get the calls.
Thank you for your assistance.