Direct Agent Skill

[Subtech]

I have a problem, I have agents that are logged into skill 74 as their only skill. A call will be waiting for skill 74, with 3 agents available, but the call never rings through to an available agent. I've checked my vector and found no problems. What I did find was that the sup, had the agents setup with skill 74 as their direct agent skill, but he also included skill 74, on the agent form as a skill. I'm thinking that is the problem. Is my thinking correct or flawed?


Thanks,

Bob Riker

 

[marcell55]

That is the correct way to set-up a Direct Agent skill. It has to be one of the agent's administered skills. What's probably happening is this: A caller calls the agent id directly, and because that particular agent is busy or unavailable, it is holding in a queue until they become available. It won't ring to one of the other agents because it is a "Direct Agent" call. Those calls only hold for that agent id. If you don't want this to happen, you can put cover paths on the ids. Then it will follow the cover path instead of holding.