Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gzooby on August 21, 2015, 08:01:11 PM

Title: Route call to First Ready Agent
Post by: gzooby on August 21, 2015, 08:01:11 PM

Hi guy, I´m having a problem here, maybe you can help me.
I just have an agent group, and I want to route my calls to this group. But also, I want to route my calls to the first agent in ready state (For example if you take an agent view report, and agent is ready, you can see this time in Agent Status). So in few words, I want to route my calls to the agent that has been in ready state (after finishing a call) for more time.
Is this possible?

Thank you

Title: Re: Route call to First Ready Agent
Post by: terry on August 22, 2015, 12:19:18 AM

But isn't it how it is routed by "default"?
Meaning that inside agent group as far as I know StatAgentLoading is used which means (assuming agents doesn't have other interactions) selecting agent having minimal value of tmStart (moment when agent becomes ready).