Calls waiting in Queue when agents are idle

PROBLEM

In a high call volume environment, it may appear that calls are waiting in queue while agents are idle.

CAUSE

In the 3300's System Options Assignment form, there is an option called "ACD Event Statistics Refresh Rate" which dictates the amount of records pushed per refresh cycle. The default setting is 4, which is more than enough for good call volume. However, this value can be changed to increase the amount of ACD records pushed per cycle.

RESOLUTION

This value can be set to anything from 1 to 100.

APPLIES TO

CCM 5.X and newer