sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems ACD Agent search method question

In the ACD if the agent search method is set for Longest idle and you have an agent that has been idle for 10 mins. another for 8 mins and another for 2 minutes, why does an ACD call go to the agent who has been idle only 2 or 8 mins?

Tech support says if the agent goes unavailable then available the timer restarts. The same would happen if they log out and then back in. For this customer the agents are members of multiple ACD groups - would that affect the longest idle timer?

Are you running the Sension MIS reporting or TASKE reporting as this should give you the idle time for the ACD agents.

Is this something you have seen? I have had numerous complaints that the system is not routing correctly and in many cases I used Taske to find out that the reports form the users were not accurate. While you need to get input from the people using the phones, you can't rely 100% on the end users to give you an accurate picture.

If you look how the system would view an agent as idle, if they were on an ACD call for another group, I am pretty sure that the idle time would go back to zero. I am not sure how it would reflect on an agent that was on a non ACD call in this case.

If an agent was part of ACD group A and group B, and a call they took a call from group A, I am pretty sure that they would not be considered idle when a call comes in for group B, though I don't think the documentation is clear on this.

Since you contacted Toshiba support, I would assume they covered some of the basic things that effect ACD routing, such as shared Phantom DNs, pooled keys, line keys, and group CO keys. None of these should be on an ACD agent's phone. The ACD will think that they are busy on a call.

Back to Taske; I think that a reporting system is very important to a proper running call center. You could get by with Taske reported, but Taske contact has some good live tools for call centers.

As I mentioned, I was able to isolate some user reported complaints using Taske.

One example; customer complains that the ACD system had them in the queue for 20 minutes. Turned out I used Visualizer to see that one agent answered the call put the caller on hold for 20 minutes.

Another time some users complained that they get too many calls routed to them. Used Taske to see that everyone else was either unavailable or logged out most of the day.

Also check the priority level in the ACD administration to make sure that the person who thinks he's getting more calls than others is set for the same priority level as the others.