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CT.Anderson
Beginner

CUIC 8.5 Skill Group Real time, calls in Q >0 when agents ready also >0

Running the stock Peripheral Skill Group Real Time All Fields report on CUIC 8.5(4).

I keep running into instances where Calls Queued Now (RouterCallsQNow) is greater than 0 when the same report shows a Ready count greater than 0.  I've double checked the scripts, nothing funky there.  So, why would I show calls in queue with agents available?               

1 ACCEPTED SOLUTION

Accepted Solutions
Gergely Szabo
Advocate

Hi,

is it "Ready" or "Available" (or "ICMAvailable")?

These are two different things (it's confusing, I know).

G.

View solution in original post

3 REPLIES 3
Gergely Szabo
Advocate

Hi,

is it "Ready" or "Available" (or "ICMAvailable")?

These are two different things (it's confusing, I know).

G.

View solution in original post

This is indeed key. Assuming this a CUCM PG, the Router assigns calls to agents, you should check the IcmAvailable counter to see how many agents are actually available to take calls at that time.

Cheers,

Kris

The report was looking at the Ready field.  Thanks for the help!

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