Longest Idle: Sends an incoming call to the phone that has not been involved in a call to this hunt group for the longest period of time. (It does not count calls that were received through other hunt groups, direct ring-ins, or
When watching Reporter Real-Time the user may think that calls are being sent to agents that haven't been the longest idle, when the hunt group is set to longest-idle.
Here are a couple of reasons why Reporter Real-Time may show this;
- The user probably consults the Time in Status statistic to decide how long the agent has been free. One thing to bear in mind is that the agent could of been in many different states since the last ACD call and Time in Status only shows the elapsed time since the last change. For instance, it could have been 1 hour since an agent last took an ACD call, but since they just finished an outbound call say 20 seconds ago, the time in status, (in this case being free), would show 20 seconds, hence not reflecting the time since they last took an ACD call.
- Another reason is the way in the which the Mitel calculates who is longest idle. The time an agent last took a call for a particular ACD group is used to determine who is longest idle, and by default this is remembered even if that agent logs out. This means that if an agent logs out to go home, when they login the next day, the last call they took was during the previous day, so if another agent had logged in earlier and had taken a call, and then was idle for 30 minutes the newly logged in agent would have been idle longer. This behavior can be modified by the Restart ACD Idle Time Upon Login for each HG flag which can be adjusted on a per hunt group basis.
RESTART ACD IDLE TIME UPON LOGIN
This option determines where an agent is placed in a longest idle queue when the agent logs back in to a hunt group.
• When enabled, the agent’s idle time is reset to zero whenever the agent logs in (for example,
that agent will be least likely to receive the next distributed call).
• When disabled, the agent’s idle time includes the time the agent was logged out of the hunt
group (for example, that agent will be most likely to receive the next distributed call). By
default, this flag is disabled
Single Idle Time for All Hunt Groups
Invokes an Automatic Call Distribution (ACD) algorithm that sends an incoming call to the agent station with the longest idle time in all the hunt group queues to which that station belongs. This flag only affects hunt groups programmed on the local node, where the flag is set. The members of the local hunt groups can be off node, but are included in the pool for the single idle time for all hunt groups. For agent stations belonging to multiple hunt groups, this feature allows calls to be distributed to other stations having the longest idle time, regardless of the station idle time status in an individual hunt group. The default is set to No