Article 10040: Longest Idle Agent Doesn't Get Next ACD Call

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8
Applications: ACD Monitor
Telephone systems: All
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Issue

When watching agents using the Agent State display in the ACD Monitor, it occassionally appears that of the agents in an Idle state, the one with the longest time doesn't get the next incoming ACD call.

Reason

TASKE Agent States view does not report the longest idle agent. It simply displays the time since the last state change for that agent.

For example, if an agent is currently the longest idle agent and they lift their phone receiver and replace it. This changes their state from idle and then back to Idle. Their Idle time in the Agent States table will be reset to 0 seconds, but the ACD system still has them as the longest idle agent and will still direct the next ACD call to them.