CMS skill priority

[1a22ip]

I have agents with two skills 10 and 15. Each agents top skill is 15. If there are two calls in queue one 10 and one 15 the 10 skill is answered first. Why is this? Should the 15 be routed first due to the agents top skill is 15? Do I need to do something to get the 15 skill as first answered?

Thanks in Advance
ED

1a2 to ip I seen it all

 

[joe2938]

I believe it is just the opposite skill level 1 would be the higher priority so adjust skill levels

 

[1a22ip]

Thanks for the response. However the agents skills are SL=1. So how do I get the skill 15 call answered first?

Thanks Again
ED

1a2 to ip I seen it all

 

[joe2938]

on the agent id form on page 2 skill number enter 15 assign skill level as 1 then assign skill number 10 as skill level 2 or higher, now skill 15 has a higher priority level than 10. It's been a long time since I have done this but I believe this is how its done

 

[1a22ip]

Great. Just one more question. If I change the queue to skill 15 pri T with this be better?

1a2 to ip I seen it all

 

[joe2938]

I have always done it by the agent id form, give it a shot

 

[ZeroZeroOne]

queue-to skill in a vector sets the priority of the caller in the queue and not the queue priority on the Agent.

Normally calls enter the queue at the back and wait in line for an Agent (first-in, first-out). But emergency calls should go to the front of the line to minimize their wait time. You would queue-to a higher priority to push them to the front of the queue for the next available Agent.

You could use a scale something like:
(L)ow for normal, non-critical calls
(M)edium for normal calls that have waited over 3 minutes
(H)igh for emergency calls

If there are 3 Low priority calls in queue and the 4th call is High, then the 4th caller is pushed to the head of the line and the 3 Low priority calls remain where they were.

The skill level of the Agent helps determine which agent will get the call. If there are two Agents with the same idle times and the same skill then the higher skill level would get the call, with level 1 being the highest and 16 being the lowest.

There are other factors that determine who would get the call such as the group type (EAD-MIA, for example) that look at idle times and such.

There's a lot of reading material available, and I'm certainly not an expert on call centers, but I hope this helps explain the difference between the Agent skill-level and the queue priority.