In-Group / Next agent call setting

[tonywang]

Hi all, I have a scenario. I got first line agents & second line agents for inbound service. I would like to build a single in-group for both first line & second line agents. I use "inbound_group_rank" at Next agent call setting of In-Group. Define first line agents with higher priority, ie 9, and lower priority for the second line agents, ie 5, in order to let first line agents take calls first and the second line agnets take calls unless the first line agents are all fully occupied. What will be the call distribution method for those agnets with the same priority? What I am asking is how VICI dispatch the call to those first line agents with the same priority 9? What I am observed is random, is it? Thanks for any reply!

[mflorell]

It should be based upon the waiting time, or time since last call depending on the vicidial version.

[tonywang]

Hello matt, I test it and found the call will dispatch by agent id order, not random, not by waiting time. What will you suggest to do if I want first line agents & second line agents take call in the same in-group but dispatch call to first line agents in longest wait time and the call only dispatch to the second line agents in longest wait time when all first line agents were occupied? What I am using is 2.0.5. Million thanks for your advice!

[mflorell]

Have you tried ranking your agents and using that as the Next Agent Call?

[tonywang]

If you mean "Inbound_group_ranking" in NEXT Agent Call, yes, I did it. I set agent 1, 2, 3 as the same rank, said 9 for ingroupA, agent 4,5 rank 5 for ingroupA. The call will dispatch to agent 1,2,3 first but in order of agent id, not longest wait time, then dispatch call to agent 4,5 whe 1,2,3 occupied. Do I miss-understand?

[mflorell]

That might be a bug actually, not sure if that was fixed in 2.2.0 or not. I will have to check.

[dspaan]

Hi Matt,

Do you if anything was ever found on this issue?

We also have ingroups with Next agent call inbound_group_rank setting and have multiple agents with rank 9 but it's always the same agent who gets the calls first and the others only get a call if that agent is busy. So there is no secondary next agent call method that sends the call to the longest agent waiting it seems.

[mflorell]

We did some testing on this for a client a few years ago and it did work exactly as it was supposed to for every call we looked up for the client.

[dspaan]

Can you recommend any steps i can take to verify things? Maybe a table i need to check or settings i need to change, possible conflicts or misconfigurations you can think of?

[williamconley]

You could start by posting a single example of an incorrect decision by the system, your configuration options and settings for at least two agents who were both logged in and READY at the moment of the error (ie: agent A should have received the call, but agent B received it instead), and the log associated with that decision for the time period involved.

Best would be to set up an actual test scenario and have no other traffic on the system (for you: since you may find your problem before you post, of course).

[dspaan]

Alright i will investigate and post back. Which log do you mean William?

[blackbird2306]

Please confirm first you are setting the rank at the correct place. The inbound group rank should not be confused with the agent campaign rank.

Inbound group settings --> at the bottom "AGENT RANKS FOR THIS INBOUND GROUP"

As already suggested post a log from /var/log/astguiclient/agiout log file