Polling Strategy

[Luke Ivison]

Hi

We are trying to change our polling strategy so that it targets the agent whoever has taken the least amount of calls. When we set it to longest waiting it seems to only target one agent, even when there is other agents who have taken less calls. Does anyone know why this is happening?

Thanks

 

[Luke Ivison]

Sorry we set it to fewest answered not longest waiting.

 

[JohnS_3CX]

Hi Luke,

Reset your queue statistics to start from scratch. Keep in mind that unless you set them to automatically reset (i.e daily) then the system will use the stats since last reset which might explain this behavior.

 

[Luke Ivison]

Hi

All of our queues reset daily at 8am, it's a mystery why it's happening.

Thanks

 

[JohnS_3CX]

Is it the Skill Based Fewest Answered in V16? or plain Fewest Answered?

 

[Luke Ivison]

Hi

We have changed it to longest waiting now because it targets the afternoon shift when its on fewest answered. Now we are having the problem that when the afternoon shift logs into the system it targets one person from the morning shift first as if he takes priority over the other agents. Have you got any ideas why this is happening?

Thanks

 

[JohnS_3CX]

Why is a morning agent logged in if their shift is over?

Do you share stations/extensions without logging out for all shifts?

 

[Luke Ivison]

We have two shift patterns one is 8am till 4pm and the other is 12pm till 8pm so they overlap half way through the day

Everyone has their own desks

 

[JohnS_3CX]

Freshly logged in agents have not been waiting for long.

An already logged in agent from the previous shift (still running until 4pm) will have accumulated more waiting time if no calls came in when the 2nd shift arrived

Put simply, as soon as the agent hangs up, their counter starts.

If the afternoon agents log in while the morning agent is still on the phone, they will receive the next call since their counter is higher than the morning agent who literally just hang up.

 

[Luke Ivison]

so am i right in saying its not the longest waiting time from the last call the agents took, its the longest waiting time for agents throughout the day?

 

[JohnS_3CX]

"Longest waiting time" = from the last call they received today

So I'm a morning agent alone at the phones, i haven't received calls in the last 5 minutes. Afternoon agent now logs in. A call arrives, its mine because I was waiting 5 mins, and afternoon agent was waiting 0 mins. Doesn't matter if i was receiving a 1000 calls before that.

 

[Luke Ivison]

That wouldn't explain why agent 1 keeps getting all the calls then even after he has been on a call because he is no longer the longest waiting

 

[JohnS_3CX]

Are the other agents unable to receive any calls, I mean is there a queue of callers waiting while agent 1 keeps getting calls while the rest don't ring? Some more detailed information would help (PBX Version, screenshot of Queue General/Advanced Tab)