Posted in another forum but not getting much traction:
Tell me this makes any sense. Reps can handle 3 Messages at one time.
Rep A, Rep B, Rep C. All three go on-Queue at the same time.
Message 1 comes to Rep A.
Message 2 to Rep B.
Message 3 to Rep C.
Rep C Ends his interaction and wraps up, available on queue now.
Message 3 comes to Rep A, while Rep C is sitting IDLE.
Message 4 comes to Rep B. While rep C is IDLE.
message 5 comes to Rep A (who is now working 3 messages) while rep c is IDLE.
This can't be designed this way and if so, this is major bug. We have agents sitting idle in call center while other agents maxed out at full capacity.
No, this sounds right to me - the routing is based on time since the last interaction (or last status change depending on settings) There are also different routing options based on route to last, preferred agent routing and so on.
I for one in my CC actually want to fill up and agent with max chats before it finds another person (Meaning all other agents should remain idle waiting for calls until agent A is at max capacity)
This isn't a bug, it's just how it currently works. You should try enabling the below in your org settings
Routing Includes Agent Presence
When enabled, all queue routing methods will use changes in agent presence to reset the ACD routing score. This will result in interactions being delivered to the agent who has been sitting in idle/available the longest intra-day. By default, interactions are routing based on the 'time since last interaction'.
Thanks for the reply. So, we have tested on our staging org with both settings and they seem to act similar. We can get one agent or two agents load up with chats, while others remain idle. Our agents are chat only, so we want to distribute evenly. i think of it as least occupied routing but not working that way. once again thanks gain.
By the way, can you give me more insight to this statement....
I for one in my CC actually want to fill up and agent with max chats before it finds another person (Meaning all other agents should remain idle waiting for calls until agent A is at max capacity)
If i have 3 agents, why would i pay same rate for 3 agents if only the first agent is handling all the work? honest question..we may be thinking about things wrong
So for some of the brands I run we have agents that are multi skilled to chats and voice media types. In these brands we can sometimes be lean with staffing, so we want to keep other agents free so they would be able to take calls as they come in.
Eg
Agent A - on 3 chats
Agent B - Idle
If call comes in, I can go to B - though, if it were an even distribution then we might have Agent A on 2 and B on 1 chat. Then have to wait for an agent to drain chats before being available for a call.
Hope that helps - it's a unique use case, though what I built to force a fill to one agent I might be able to change a bit to use the same methodology to always make sure chats are distributed first to idle agents rather then last intereacted etc.