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  1. Reports : ACD Agent List : Next Agent On Deck

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    Not Considered for Roadmap  ·  4 comments  ·  Archive » Reporting  ·  Admin →
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    Cory commented  · 

    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.