When a ring strategy references the past 24 hours, is that a rolling 24-hour period or just a day? We are using the "Fewest Sent to Agent" ring strategy. We have agents close to the end of their shift, and when new agents log in, the ones at the end receive the calls instead of those that have just logged in.
Hi jstrittmatter my team confirmed it's a rolling 24 hours.
There might be an issue with the ring strategies. We are using the "Fewest Sent to Agent" ring strategy. We have agents who are logging on for the second shift, and the agents who have been logged in since the first shift are getting calls instead of the agents just logging into the queue.
Agents on the second shift never receive as many calls as those on the first shift, so even with a rolling 24-hour period, the second shifters should get the calls once they log in.
jstrittmatter I'd like for our team to take a closer look at this experience.
I will send you a PM on the details needed. Thank you!
