Reports : ACD Agent List : Next Agent On Deck
We had a couple of our vendors (call center supervisors) wanting to know if AKIXI can display who is the NEXT AGENT about to take a call.
There could be another field called "ON DECK". And since ACD Agent List is sortable, we can sort on this field and show the lineup.
However, with regards to your comment @Cory, I do like your idea of sorting the agents in the longest time idle, which would go some way to showing next agent on deck with regards to longest a longest idle time. Which is a stat we are looking to include in the not too distant future. Please feel free to comment and vote if this is along the lines of what you were thinking:
Akixi does have visibility of the static order that agents are set in queues, but other than having the queue set to simultaneous or cyclic, we would not be to have visibility of which agent would be next on deck as a result of any other distribution logic type, such as longest waiting, weighted distribution, etc.
Thank you for the suggestion, but I am sorry to say this is not something we could include in the Akixi platform at this time.
I want to add to this. This is for the Uniform ring pattern in the Premium Call Center product.
BW determines the next agent based on longest idle timer, not ACD Duration. this timer begins at the call release of an ACD call by an agent. Any new agents who sign into the queue and haven't received calls yet will be bumped to the top of the list ahead of all agents who have received a call.
so what we'd like to see is stat that can track each agents last call released event time. and if they haven't received a call yet this value would be infinite/some integer that places them at the top of the list when they sign in.
Thank you for raising this suggestion on the Akixi feedback portal.
This is a great idea and I can see the Supervisor value in seeing who is next to receive and take a call.
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