I have multiple queues and some agents that are dynamic members of more than 1. It looks like the call count for each agent is a total of all calls taken from any queue, and not for that specific queue. This is causing our calls for some queues to be unevenly distributed to queue members.
x401, x402, x403 are dynamic members of the customer service queue (using leastrecent).
x401, x402, x403, x420, x421 are dynamic members of the payment queue (using leastrecent).
The customer service queue has calls constantly and x401, x402, x403 are racking up their call counts and least recent call seconds.
The problem is that when someone calls into the payment queue, all calls go to x420, x421 and never get to x401, x402, x403 because the call counts are not separate by queue, but appear to be cumulative across all queues that an agent is a member of.
Is there a way to keep the stats separate so that the calls can be evenly distributed by queue, regardless of activity in another queue? I am getting crazy grief from the users on our PBX and I can’t find any setting that can help me.