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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?               

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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

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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

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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

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