Skill Based Routing Hunt Random Start

[rdaeseleer]

Hello,

I have a question about above setting in 3CX queues;

Our customer is complaining that sometimes the longest waiting call in a queue is being offered to an agent(the agent lets the call ringing on his phone for a long time), a newer call is being offered to another agent that just became avaliable. The new available agent answeres the call and the newer call is therefor served earlier then the longest waiting call.

Is this by design? The explanation of this feature says 'randomly select an agent to assign the call to'. Does this mean that the call is assinged to 1 agent and not to other agents when they come available? This would explain why a newer call is assigned to another agents that comes available instead of the longest waiting call.

Thanks in advance,
Randy Daeseleer

 

[Alphabetic]

I would expect that, with your strategy it will poll like this:

Lets assume each skill group contains 1 agent

00:01 Caller A -> ringing agent 1 in skill group 1
00:10 Caller B -> ringing agent 2 in skill group 2

Agent 2 picks up caller B because agent 1 is being polled by Caller A.

Caller B was answered first but caller A was serviced (handed to agent).

You could either change your strategy to ring all or decrease the ring time.