All -
In our organization, we have configured Agents to handle 2 chats at a time, the issue which is happening is as below:
Agent 1 is ideal for 10 mins and Agent 2 is ideal for 5 mins.
First chat came in and routed to Agent 1 which makes sense.. Now Agent 1 in interacting and Agent 2 is still ideal say for 6 mins now.
Second chat came in and it also routed to Agent 1.
As per Genesys, below is the reason:
Routing considers Agent utilization and go with FIFO (First In, First Out). So if agent A is not fully utilized with chats they will get chats until they are fully utilized then agent B and so on. example. Agent A, two chats and Agent B, two chats.
My question is :
1. Is the above statement true ?
2. Can it be changed so that all Agents get 1 chat, and then once all Agent have 1 chat, it starts assigning the 2nd chat in order to fully utilize the available Agents ?
#Routing(ACD/IVR)------------------------------
Thanks,
Anurag Gusain
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