Agent / ring group member question

[joekske]

Hello,

Can you see on the MiCC in the logs what agent/ring group member has taken a specific call?

Is there a way to now what member is next in line in a cascade circular ring group?

Or is there a way to get the index?

Regards

Jo

[ZuluAlpha]

Hi Jo - you should be able to report on it in CCMWeb.

[joekske]

I know that I could maybe use life cycle reports for finding out what agent took the call. But I'm often looking in device logs and I was hoping that I could find it in the device log (that would be a time saver) or in one of the other logs.

The next member or index, I really need for an issue for a customer. They are complaining about calls getting offered to the same agent to often.

Regards

Jo

[lundah]

They are complaining about calls getting offered to the same agent to often.

Make sure you don't have Last Group Member Routing configured for the ring group, that will send a repeat call within the specified time interval to the last group member they were connected to.

As mentioned, you can use the Lifecycle report to show who answered specific calls, but there's no way to tell who's next in line for a call to the group DN.

[ZuluAlpha]

Is this an Agent Group or a Ring Group? That would affect how things work too. If you have a Terminal Ring set for  a Ring Group your first person always get the call first.

[Dutch]

Hello,

Can you see on the MiCC in the logs what agent/ring group member has taken a specific call?

Is there a way to now what member is next in line in a cascade circular ring group?

Or is there a way to get the index?

Regards

Jo

Only ACD shows individual stats. Ring grp only shows totals.