Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: wayne on May 21, 2009, 05:58:23 AM

Title: evenly delivered calls
Post by: wayne on May 21, 2009, 05:58:23 AM

we have 15 agents using the genysys dialling system,
will genysys distribute them evenly to agents according to who logged in first?

Title: Re: evenly delivered calls
Post by: Dionysis on May 21, 2009, 06:13:53 AM

As always, the answer to that question is....

It depends.

If set up correctly you would think that calls should deliver evenly.  But they may not depending on how it's configured.

Title: Re: evenly delivered calls
Post by: cavagnaro on May 21, 2009, 06:16:55 AM

In your strategy check how the target is configured, if it is using some Stat (min or max) then it will do as URS orders, if not will do as the switch orders.

Title: Re: evenly delivered calls
Post by: wayne on May 21, 2009, 07:11:43 AM

so can it be configured to distribute more calls to certain people logged in ?

Title: Re: evenly delivered calls
Post by: Dionysis on May 21, 2009, 07:37:16 AM

Depending on the way calls are being routed, yes.