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-   -   IPOCC Most idle agent (http://support.avaya.com/forums/showthread.php?t=11928)

jtarjanyi 09-12-2016 05:26 AM

IPOCC Most idle agent
 
Hello,

One of my customer experienced, their Agents did not got equal amount of calls. The expectation is the most idle agent get the next call.

What is the default call routing method of IPOCC. How is distribute the calls (by default).
Can I modify the default behavior?

In flow editor in Agent Group I found "Sort agents by" option. This is what I'm searching for?

http://i.imgur.com/FXvhpaN.png

kruegerb 10-08-2016 04:53 AM

check if all agents have the same priority for the same agent group, priority is also considered.

jtarjanyi 10-10-2016 03:22 AM

Quote:

Originally Posted by kruegerb (Post 28563)
check if all agents have the same priority for the same agent group, priority is also considered.

Thank you!


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