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
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