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Cisco Bug: CSCur46587 - Longest Available does not work different concurrent task limits

Last Modified

Nov 27, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

8.5(3) 9.0(4)

Description (partial)

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).

Related Community Discussions

Longest Available does not work different concurrent task limits <key>CSCur46587</key> -Workaround
Hi All, My ICM queue to skill group and Concurrent task limit is conflicting where the chats are dumped to the longest available agent continuously untill the concurrent task limit is maxed out. Could you please any one share anyone with an workaround to fix that. Bug : https://bst.cloudapps.cisco.com/bugsearch/bug/<key>CSCur46587</key>/?reffering_site=dumpcr Thank you. Regards, Das
Latest activity: Apr 14, 2017
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