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Mitel Forums => Mitel Software Applications => Topic started by: richmckevitt on January 24, 2022, 09:31:46 AM

Title: ACD Agent Groups - Skipping Agents
Post by: richmckevitt on January 24, 2022, 09:31:46 AM

Hi - Was hoping someone maybe able to shed some light on a weird issue we are having

We are running MIVB v9 along with MICC v9 and for some reason when placing a call in to a queue it doesnt always go to the agent with the longest idle time. My understanding is that by default this is how it works but when testing it will sometimes jump one sometimes two agents who have been sat waiting in idle for a call and go to the 3rd agent in the queue.

I cant see anything whereby you can change how this works and it doesnt seem to be happening with any other queues we have with different agents

Has anyone come across this before?

Cheers

Rich
Many thanks Richard

Title: Re: ACD Agent Groups - Skipping Agents
Post by: BoiseBorn on April 22, 2022, 06:49:02 PM

Any chance you have different Skill levels on your agents? Check this in MiVB under ACD>ACD Agent Skill Groups. I found out this the hard way after we picked 50 as the level for everyone but the default of a new agent is 0.

Title: Re: ACD Agent Groups - Skipping Agents
Post by: lundah on April 25, 2022, 06:19:38 PM

What specific releases? I think I've seen some KMS articles describing something similar.