Hi All

We have our messenger agents having instances where someone will be in idle and one handling a message and then the second message goes to the person who already has the message, rather than the person with no messages.

I am wondering if this is correct? And if both agents message utilization is set to 2, it gives them two messages before giving one to the agent in idle? 

Thanks

Shauna

Several factors could account for this.  First, are you using skills to route these interactions?  Are the agents using the same utilization (either at ORG level or individually).  Are they on any other interactions which might be blocked by utilization?  Was there an overlap in the last alerted interaction to the agents.  Idle time is based on the last alert, not the last disconnect of an interaction with an agent.  As you can see, there may many factors to who gets the next interaction.  

Hi All

We have our messenger agents having instances where someone will be in idle and one handling a message and then the second message goes to the person who already has the message, rather than the person with no messages.

I am wondering if this is correct? And if both agents message utilization is set to 2, it gives them two messages before giving one to the agent in idle? 

Thanks

Shauna

Hi Robert

No skills are being used for these interactions and they are all set to the same utilization. 

As an example if I was on a 40 minute chat, but in the meantime you had taken a chat and finished it within 5 mins, would you then get the second chat, as you've said idle is based on the last alert?

Thanks 

Shauna

Several factors could account for this.  First, are you using skills to route these interactions?  Are the agents using the same utilization (either at ORG level or individually).  Are they on any other interactions which might be blocked by utilization?  Was there an overlap in the last alerted interaction to the agents.  Idle time is based on the last alert, not the last disconnect of an interaction with an agent.  As you can see, there may many factors to who gets the next interaction.  

Hi All

We have our messenger agents having instances where someone will be in idle and one handling a message and then the second message goes to the person who already has the message, rather than the person with no messages.

I am wondering if this is correct? And if both agents message utilization is set to 2, it gives them two messages before giving one to the agent in idle? 

Thanks

Shauna