Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lekie on June 24, 2010, 08:00:05 AM

Title: Agent get customer call slower than other agent that has the same skill and leve
Post by: lekie on June 24, 2010, 08:00:05 AM

Hi All,

Here is a issue it is about an Agent get the customer call is too slow than other agent who is the same skill and same level. I am monotoring this agent by compare with the normal agent using CCPluse. I saw the status of the agent that has a problem
"WaitForNextCall" is 2 minutes and another agent that I use to compare the status "WaitForNextCall" is just 30 seconds but when customer came to the system the normal agent is pick up the customer call before.
I already check the config agent in CME everything is same.
I have one notice that is actually the abnormal agent the skill level is 5 but now we changed it to be 7 same the normal agent.
So what should I have to check it? 

P.S. Agent didn't hook off and hook on to make a tricky


Thanks you in advance
cheers,
Lekei

Title: Re: Agent get customer call slower than other agent that has the same skill and leve
Post by: BenTaylor on June 24, 2010, 02:14:24 PM

In your target block in IRD, on the Target Selection tab which statistic have you specified?

Title: Re: Agent get customer call slower than other agent that has the same skill and leve
Post by: lekie on June 24, 2010, 04:25:48 PM

  AgentTimeToreadyState

Title: Re: Agent get customer call slower than other agent that has the same skill and leve
Post by: kubikle on June 24, 2010, 06:05:20 PM

It will be good to look in URS log where the call is proceesed (normally it provide infiormation why one or another agent was selected).