What if no agents are staffed in a skill? Will the server recognize this?

Last Updated : Sep 08, 2012 |
Prolog information
Yes. Under any of the following conditions, the EWT returned from a split/skill is infinite:
  • No agents logged in
  • No queue slots available
  • All agents in AUX work mode
The server logs a vector event and goes to the next vector step without changing the data in the best placeholder. A resource with an infinite EWT is never selected as the best resource.