Author Topic: ACD agents getting more calls than other agents  (Read 2422 times)

Offline synthesis

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ACD agents getting more calls than other agents
« on: August 14, 2016, 06:07:32 AM »
Hello. Some ACD agents have stated that they are getting more calls than other agents. Which settings in the MCD 3300 Embedded System Manangement, should be changed, in order to ensure that calls are distributed evenly between agents?


Offline sunspark

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Re: ACD agents getting more calls than other agents
« Reply #1 on: September 12, 2016, 07:53:44 AM »
Hi;

Check the ACD Skill Level in "ACD Agent Skill Groups"

Value betwenn 1 to 500

1: more calls
500 : less calls.


 

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