IPOCC Most idle agent

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  • jtarjanyi
    Guru
    • May 2012
    • 103

    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?

  • kruegerb
    Genius
    .
    • Oct 2013
    • 276

    #2
    check if all agents have the same priority for the same agent group, priority is also considered.

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    • jtarjanyi
      Guru
      • May 2012
      • 103

      #3
      Originally posted by kruegerb View Post
      check if all agents have the same priority for the same agent group, priority is also considered.
      Thank you!

      Comment

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