Hi Tanvi,
Are these agents Omni channel agents ? like same agents for Email, Chat and Voice.
SkillGroup.Available - Agent is available in that skill group for that particular MRD
ICMAvailable - Whether agent is available to route a call
If same agent handles voice, email and chat, if he is in ready state, he is "available" in skill groups associated with voice, email and chat and "ICMAvailable" as well.
If the agent receives a voice call, which is uninterruptible, in this scenario, the statistics change:
Voice SkillGroup - Talking
Email and Chat Skill Group - busy other
ICM Available - not available as agent is in talking state .
Can you share Router "RTR" logs to see what was the label sent for such bad calls ?
Ideally the label should be the CUCM extension of Longest Available Agent.
Thanks,
Anand