Polling Strategy - Skill Based Routing Fewest Answered

[Bastian Lueth]

Good afternoon everyone,

quick question regarding the polling strategy "Skill Based Routing Fewest Answered".
We've had an issue today where one of our agents forgot to set his status to unavailable
after he left the office. For some reason, the polling strategy seemed to select him time
and time again for incoming calls, instead of jumping to other queue members (with equal
skill level).

My desired workflow would be:

• Try to reach available agent with highest skill level & fewest answered calls
• If unavailable, jump to next agent with the above criteria after 20 seconds
• Repeat if unavailable until maximum waiting time has been reached
• Escalate to manager

Could someone please shed some light on this issue? Is it designed to repeat polling
the same agent over and over, instead of going to the next member?

Thanks in advance!

Bastian

 

[Alphabetic]

Have you got your ring time set to 20 seconds?

See Side 12

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

Call should go to next skilled agent with the fewest calls if the call isnt answered

of course with him not logging out he will always be called first as he has the fewest calls.

 

[SweetAction]

Yeah, this is a bug in the system.

I had reported here: https://www.3cx.com/community/threads/qs-and-agent-availability.67793/

Last week I had this pop up again. I opened a case with 3CX support - they said:

We would like to inform you that an internal report has been created based on the data you have provided. The internal ID of the case is <removed> and will be investigated by our Research and Development team.
What happens next?
Your case will be reviewed by our R&D Team. Additional information may be requested from your system or a remote session may be needed. Upon reaching a decision regarding the validity of the report you will be informed accordingly. Your R&D ticket will not be auto closed.
When can I expect a solution?
An ETA cannot be provided whilst investigating an R&D ticket, as each issue is unique. 3CX does strive to resolve such issues efficiently and as soon as possible as customer satisfaction is a priority for us.
Thank you for your patience.
With regards 3CX Product Team

 

[Bastian Lueth]

Good morning everyone,

thanks for the quick replies!

Have you got your ring time set to 20 seconds?

See Side 12

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

Call should go to next skilled agent with the fewest calls if the call isnt answered

of course with him not logging out he will always be called first as he has the fewest calls.

Ringtime is set to 20 seconds, it seems to work with other polling strategies just fine. I agree that it would select him as first target for the next call if he forgets to log out - but the polling strategy would not even go to the second agent after 20 seconds.

Yeah, this is a bug in the system.

I had reported here: https://www.3cx.com/community/threads/qs-and-agent-availability.67793/

Last week I had this pop up again. I opened a case with 3CX support - they said:

Oh, alright! Good to know - I guess I'll have to wait then, thank you very much!