Hi All,
Question regarding call centre ring strategy "Ring All" and how the tiers apply.
If I had 4 tiers and set "Tier rules apply = true" and I had 2 agents in each tier.
Agent call timeout is 30 seconds
Tier wait second is 15 seconds
I want the agents in each tier to ring for 15 seconds and then go to the next tier, have only those 2 agents ring for 15 seconds and go to the next tier and have only those agents ring....
That isn't happening, what is happening and im not sure if this is the correct behaviour or a bug:
After 15 seconds tier 2 will start ringing but tier 1 phones are still ringing and will ring until the agent timeout of 30 seconds is reached.
By the time I reach tier 4 I basically have all the agent phones ringing.
Does this sound right? I'm almost positive i've tested this before and it's not how it worked but I could be wrong.
Question regarding call centre ring strategy "Ring All" and how the tiers apply.
If I had 4 tiers and set "Tier rules apply = true" and I had 2 agents in each tier.
Agent call timeout is 30 seconds
Tier wait second is 15 seconds
I want the agents in each tier to ring for 15 seconds and then go to the next tier, have only those 2 agents ring for 15 seconds and go to the next tier and have only those agents ring....
That isn't happening, what is happening and im not sure if this is the correct behaviour or a bug:
After 15 seconds tier 2 will start ringing but tier 1 phones are still ringing and will ring until the agent timeout of 30 seconds is reached.
By the time I reach tier 4 I basically have all the agent phones ringing.
Does this sound right? I'm almost positive i've tested this before and it's not how it worked but I could be wrong.