ICM target selection rules (time since last call)

[lohjintiam]

Hi All,

Instead of using the standard Longest Available Agent (LAA) time, is it possible to create custom selection rule that will be able to determine when was the last time the agent handled a call (inbound/outbound) and select the longest time based on that.

The limitation of LAA (my understanding) is it will only track the total Ready Time since last state change. And this might not correspond to an actual call that the agent handles.

Thanks!

-JT-

[david.macias]

Yes, it's possible, but you're looking to build a custom routing agent or create some sort of external state table.  The easiest thing you could do, but it's going to mess up your reporting is to run a job which constantly updates the X agents who took a call the longest ago.  Then pass this information into ICM and have it use queue to agent nodes to try and send the call to these people first.

david

[lohjintiam]

Hi David,

Based on your explaination, this separate table will constantly do a query and update which set of agents who the longest time since last call and then use queue to agent node.

Can this query be done on a real time basis during the selection of agent instead of maintaining a separate table for it?

Thanks!

-JT-

[david.macias]

Certainly could be using CVP or ICM, this is not tested and you should validate it in your lab or doing a low call volume day.  You might want to look at how much toll it takes on your servers to ensure you're not going to bring the whole thing down.

david

[Hossain Ahmed Ashfaque]

Hi Loh,

This can done by using third party intelligent tool. It works almost similar way as david explained. You can use Application gateway (AG) or CVP to get the information about the best available agent and then use the queue to agent node to transfer to the appropriate agent.

Thanks,

Ashfaque