Call Queue Presence State not analyzed in real-time

%3CLINGO-SUB%20id%3D%22lingo-sub-2205394%22%20slang%3D%22en-US%22%3ECall%20Queue%20Presence%20State%20not%20analyzed%20in%20real-time%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2205394%22%20slang%3D%22en-US%22%3E%3CP%3EWhen%20we%20activate%20Longest%20Idle%20Routing%20in%20Call%20Queues%20(Which%20defacto%20activates%20Presence%20Based%20Routing)%20we%20see%20that%20it%20can%20take%20a%20long%20time%20before%20an%20available%20Agent%20is%20hunted.%3C%2FP%3E%3CP%3EFor%20instance%205%20Agents%20in%20the%20Call%20Queue%20have%20presence%20state%20'Busy'.%20Incoming%20call%20is%20queued%20in%20the%20call%20queue%20(receiving%20Music%20on%20Hold%20Treatment).%3C%2FP%3E%3CP%3E1%20of%20the%20Agents%20is%20changing%20presence%20state%20to%20'Available'%20but%20the%20call%20in%20queue%20is%20not%20presented%20to%20this%20'Available'%20Agent.%20It%20sometimes%20takes%20up%20to%2040%20seconds%20before%20that%20call%20is%20presented%20to%20that%20'Available'%20Agent...%3C%2FP%3E%3CP%3ESeems%20that%20presence%20check%20is%20not%20at%20all%20real%20time.%20Anyone%20else%20experiencing%20this%20issue%20as%20this%20causes%20bad%20user%20and%20customer%20experience...%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-2205394%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3ETeams%20Call%20Queue%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-2444437%22%20slang%3D%22de-DE%22%3ESubject%3A%20Call%20Queue%20Presence%20State%20not%20analyzed%20in%20real-time%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2444437%22%20slang%3D%22de-DE%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F239470%22%20target%3D%22_blank%22%3E%40Luk%20Nicolaers%3C%2FA%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFor%20us%20it%20is%20the%20same%20but%20with%20status%20of%20unavailable.%20If%20the%20agent%20locks%20computer%20it%20is%20still%20ringing%20instead%20of%20ringing%20an%20availage%20agent.%3C%2FP%3E%3CP%3ESeems%20the%20status%20is%20not%20checked%20in%20real%20time.%3C%2FP%3E%3CP%3EOn%20the%20other%20hand%20if%20we%20choose%20anther%20routing%20mehtod%20but%20with%20presence-based%20routing%20On%2C%20the%20status%20is%20real%20time.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E
Senior Member

When we activate Longest Idle Routing in Call Queues (Which defacto activates Presence Based Routing) we see that it can take a long time before an available Agent is hunted.

For instance 5 Agents in the Call Queue have presence state 'Busy'. Incoming call is queued in the call queue (receiving Music on Hold Treatment).

1 of the Agents is changing presence state to 'Available' but the call in queue is not presented to this 'Available' Agent. It sometimes takes up to 40 seconds before that call is presented to that 'Available' Agent...

Seems that presence check is not at all real time. Anyone else experiencing this issue as this causes bad user and customer experience...

1 Reply

@Luk Nicolaers 

For us it is the same but with status of unavailable. If the agent locks computer it is still ringing instead of ringing an availage agent.

Seems the status is not checked in real time.

On the other hand if we choose anther routing mehtod but with presence-based routing On, the status is real time.