UCCE 10.5 environment with integrated Egain and ICM picks the agent. 15 agents in a chat skill, 10 set to handle 3 chats at a time, 5 set to handle 2 chats at a time.
Sending the task (Chat) to a skill group in the ICM script. The problem is: agents set to handle 3 chats get all the chats until they are maxed out and then the agents set to handle 2 chats start getting chats.
I believe it should work as follows: with ICM picking the agent (IPTA), the chat should go to the LAA - Longest available Agent. Then when all agents have one chat, the longest available agent with only one chat should get the next chat.
Not understanding why.
Any thoughts here?
