Cisco Bug: CSCur46587 - Longest Available does not work different concurrent task limits
Nov 27, 2020
- Cisco Unified Contact Center Enterprise
Known Affected Releases
Symptom: LongestAvailable for the WIM skillgroup in ICM is returning the available time in seconds plus 1000000 for each concurrent task above 1 causing agent assignment to be based on concurrent task available vs longest available. Conditions: If agents each have 1 concurrent task configured for the WIM Queue, LongestAvailable provides the agent with the longest available time. If agents have different concurrent task settings LongestAvailable returns the agent with the most remaining tasks- Agent 1, task limit of 2 Agent 2, task limit of 4 Agent 1 goes ready then Agent 2 goes ready First chat arrives and LongestAvailable compares Agent 1(1000010) to Agent 2(3000007) and returns Agent 2 Second chat arrives and LongestAvailable compares Agent 1(1000020) to Agent 2(2000010) and returns Agent 2 Third chat arrives and LongestAvailable compares Agent 1(1000030) to Agent 2(1000010) and returns Agent 1 Fourth chat arrives and LongestAvailable compares Agent 1(10) to Agent 2(1000020) and returns Agent 2 Fifth chat arrives and LongestAvailable compares Agent 1(20) to Agent 2(10) and returns Agent 1 If one of the first two chats is completed by Agent 2 during the process, the next chat will route to him. This could cause Agent 1 to never receive a chat if Agent 2 only has one chat active(by completing others).
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