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joe.conger
Beginner

UCCX - Resource Selection Criteria

I have a low call volume call center that I want to allocate the calls equally amoung the agents.

The call center queue takes a total of 50 calls a day for 10 agents.  All 10 agents have the same assigned skills and priorities.

The Resource Selection Criteria(RSC) is "Most Skilled"

My agents have nearly equal amounts of total Login Time and Ready Time.

Some agents go Ready/Not Ready more frequently then others.  Frequently going "Not Ready" resets there avalibilty time which puts them to the bottom of the queue for future calls. 

I see that there is an RSC for "Most Handled Contacts".  In my case I need an RSC "Least Handled Contacts"

 

So I currently have some agents that take 8 calls and others have 2 or 3 calls a day even though they have equal skills.

Is there a way to balance the call distribution so that agents with fewer calls handled are higher in the queue?

 

Joe

 

 

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