We have a low-volume inbound call center in which some agents work full-time and others part-time. Agents are paid a commission, so they want to receive as many calls as possible. Since the routing looks back 7 days, currently, an agent starting at 8am may not get a call and agents only joining at 9am may get calls before the agent who started early, The reason being that as part-timers they have been longer without calls. So our full-time agents are really penalized as the routing assumes same work hours for all agents to be fair.

Is there a way to change the routing to only look back to the current day longest without calls?
#Routing(ACD/IVR)

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Sven Schiller
Kognitiv
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Since I got no replies, I added an idea for this function. Please vote:
https://purecloud.ideas.aha.io/ideas/CLINB-I-506

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Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 02-22-2019 09:30
From: Sven Schiller
Subject: Changing the evaluation interval to current day

We have a low-volume inbound call center in which some agents work full-time and others part-time. Agents are paid a commission, so they want to receive as many calls as possible. Since the routing looks back 7 days, currently, an agent starting at 8am may not get a call and agents only joining at 9am may get calls before the agent who started early, The reason being that as part-timers they have been longer without calls. So our full-time agents are really penalized as the routing assumes same work hours for all agents to be fair.

Is there a way to change the routing to only look back to the current day longest without calls?
#Routing(ACD/IVR)

------------------------------
Sven Schiller
Kognitiv
------------------------------

Voted - :-)

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Matt Calton
Grove & Dean Ltd
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Original Message:
Sent: 02-27-2019 10:18
From: Sven Schiller
Subject: Changing the evaluation interval to current day

Since I got no replies, I added an idea for this function. Please vote:
https://purecloud.ideas.aha.io/ideas/CLINB-I-506

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-22-2019 09:30
From: Sven Schiller
Subject: Changing the evaluation interval to current day

We have a low-volume inbound call center in which some agents work full-time and others part-time. Agents are paid a commission, so they want to receive as many calls as possible. Since the routing looks back 7 days, currently, an agent starting at 8am may not get a call and agents only joining at 9am may get calls before the agent who started early, The reason being that as part-timers they have been longer without calls. So our full-time agents are really penalized as the routing assumes same work hours for all agents to be fair.

Is there a way to change the routing to only look back to the current day longest without calls?
#Routing(ACD/IVR)

------------------------------
Sven Schiller
Kognitiv
------------------------------