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Agent availability and call waiting

Former Member
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Hi

Please advise as CDT shows 2 consultants available but there are 2 calls showing as waiting for 31secs and please see attached.

regards,

Sipho Rooi

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi Sipho,

I agree with Swatantra.  The screen shot does not tell us very much.  Remember just because someone is "logged" into a queue does not mean they can take calls.  We need to understand more about this queue.  What is the skill set level?  What level of skill is assigned to the "available" agents.  Remember that even if an agent has a skill set of 0 and cannot receive a call they will show as "available".

Thanks,

Marcus

Former Member
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Hi Marcus and Swatantra

Thank you very much guys, it now makes sense.

Regards,

Sipho Rooi 

former_member202106
Contributor
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Hi Sipho,

what is usually the problem in this kind of scenarios is following setting:
SC - Queue Management - Queues - Your Queue - Contact Management tab
--> Block Rejected Contact From Agent

From application help: Choose whether contacts from a certain number or
address are allocated to an agent again if the agent does not answer a contact
from that number or address.

For e-mails you can only enable and disable the setting: no separate options are available.

Regards,
Jukka
SAP Contact Center team

Former Member
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Hi Jukka

Thanks it worked as advised.

Regards,

Sipho rooi

former_member202106
Contributor
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Great! Please mark this discussion as completed so we can easily see if the question is answered.

Jukka

Former Member
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Hi Jukka

Please advise on how to mark  the discussion as completed or where is that option.

regards,

Sipho rooi

Answers (1)

Answers (1)

0 Kudos

Hi Sipho,

Check if the required skills are given to the available agents logged into the queue.

Regards

Swatantra