UCCX Call Distribution with the same Agent Skills

[krizvite]

Hi Community, I have one question regarding Call Distribution for Agents in one CSQ.

We have some Agents defined that will have higher Agent Skill (7) to get Calls more often then other Agents. Wenn I check the report I see that the call distribution between these better agents is not regular. Some agents with Agent Skill 7 had more call then the other Agents with the same agent skill 7. 

Do you have any idea why it is happening so? Is there something what I should consider configuring the solution like that?

Thank you for your help!

[Anthony Holloway]

What would you expect to see if Agent Bob was a "talker" and therefore had an average talk/handle time higher than Agent Alice; both of whom are skilled at a 7?

[krizvite]

Well regarding your question Anthony I would definitelly expect that the system will compare Bob and Alice and if Bob had an average talk/ handle time higher, Alice will be preffered in couple of calls to have the same statistic kind of the same as Bob.

Whats happening in my case, where both of them are skilled at a 7, that Bob are getting in avarega more calls/ or handle time is higher then Alice.

So maybe short explanation would be great what is a logic behind agent skills. 

Thank you so much for your answer Anthony!

[Anthony Holloway]

Logic at level 7 on both, if you have skills based routing set to something like Most Skilled, is that skills are ignored and longest available is used instead. Therefore, if one Agent has shorter AHT, then they will get more calls. There is not balancing done, in that, the system will not artificially hold a call in the queue to wait for the Agent with less calls*, when the Agent with more calls* is available now.

*By calls, I mean calls handled, not active.

[krizvite · Accepted solution]

I have found the solution. If I use most skilled criteria the second one is longest time idle for agent with same skill.

It is written in the documentation.