ACD Agents Priority

[trabelsiamine]

Hi all,

I have MD110 BC9. I want to affect priority to ACD Agents because they haven't the same skill. i.e when I have call in ACD group, I want that ready agent with highest priority take this call. Is that possible?

 

[alchohaz]

You can set the "PRI" for each individual user, the lower the number the higher the priority.

Use:
ACGMCIR=xxxx,PRI=1 (for highest priority)ACGMCIR=xxxx,PRI=32 (for lowest priority)

Your group will need to be set up correctly and these can also have priorities set.


14 PRI Individual queue/selection priority for the member
14.1 FORMAT
PRI = D 1 D 2
D 1 D 2 = 1-32 Individual queue/selection priority for the member
PRI = D 1 D 2 D 3
D 1 D 2 D 3 = GRP The common queue/selection priority defined for the ACD group

14.2 FUNCTION
The parameter states individual queue/selection priority per member. The lower value which is assigned the higher priority.

Calls in a queue with high queue priority are presented to an agent position before calls in queues with lower priorities.

Incoming calls to ACD groups with more than one free agent will be distributed to the agent that has the highest selection priority.

The individual queue/selection priority for the member will override the common queue/selection priority defined for the ACD group (stated in parameter QUE). If GRP is given, the common queue/selection priority defined for the ACD group will be used (stated in parameter QUE).



[red]Striker : My orders came through. My squadron ships out tomorrow, we're bombing the storage depots at Daiquiri at 18:00 hours. We're coming in from the North, below their radar.[/red]
[blue]Elaine : When will you be back?[/blue]
[red]Striker : I can't tell you that? It's classified.[/red]

 

[nschreuder]

Hi,

You can set priority with parameter PRI in command ACGMI

ACGMI:GRP=XXXX,DIR=XXXX[,CLT=][,PRI=];

PRI = Individual queue/selection priority for the member.
If the parameter is omitted the common queue/selection priority defined for the ACD group will be used.
For value, consult parameter description for automatic call distribution.

14.1 FORMAT
PRI = D 1 D 2
D 1 D 2 = 1-32 Individual queue/selection priority for the member
PRI = D 1 D 2 D 3
D 1 D 2 D 3 = GRP The common queue/selection priority defined for the ACD group

14.2 FUNCTION
The parameter states individual queue/selection priority per member. The lower value which is assigned the higher priority.

Calls in a queue with high queue priority are presented to an agent position before calls in queues with lower priorities.

Incoming calls to ACD groups with more than one free agent will be distributed to the agent that has the highest selection priority.

The individual queue/selection priority for the member will override the common queue/selection priority defined for the ACD group (stated in parameter QUE). If GRP is given, the common queue/selection priority defined for the ACD group will be used (stated in parameter QUE).

14.3 EXAMPLE 1
The member should have individual queue/selection priority 5.

PRI = 5

14.4 EXAMPLE 2
The common queue/selection priority defined for the ACD group should be used.

PRI = GRP

I hope this will help you.

 

[trabelsiamine]

I want to affect priority to Agent and not to physical position because agents always change positions.
They log throught any position with : # 73 * Cilcod * Pincode #

 

[nschreuder]

Oeps,

During the prepare of my answer Alchohaz answered already. OK!

 

[dstrang1]

Yes.

ACGMCIR=,PRI=;

Good luck,

Dave Strang

 

[alchohaz]

Superglue can be quite effective.




[red]Striker : My orders came through. My squadron ships out tomorrow, we're bombing the storage depots at Daiquiri at 18:00 hours. We're coming in from the North, below their radar.[/red]
[blue]Elaine : When will you be back?[/blue]
[red]Striker : I can't tell you that? It's classified.[/red]

 

[NIUX]

If you have enough money you can go to Solidus eCare Solusion.

Otherwise, you may use alchohaz idea (Super Glue)

.

BR///