Greatest Need Field on a skill

[GarethRoynon]

Can anyone give me a definition of Greatest Need on the Call handling Preference on a skill?

All our skills are set to "skill level"? what difference would Greatest Need make?

Ive looked in the dictionary help files etc but there doesnt seem to be any definitions.

Thanks in advance,
Natalie

 

[dynamos2000]

Call with the highest predicted wait time (PWT) will be answered first (I believe... someone smarter will come along and correct me if need be).

Here's the rest which is accurate because its right outta the book

Direct Dept. Calling (DDC) The first agent administered in the hunt group. If the first agent is busy, it goes to the second agent and so forth. This "hot seat" method puts a heavy call load on the first few agents.

Uniform Call Distribution Most Idle Agent (UCD-MIA)The available agent who has been idle the longest since their last call.

Uniform Call Distribution Least Occupied Agent (UCD-LOA)The agent with the lowest percentage of work time since last login.

Expert Agent Distribution Most Idle Agent (EAD-MIA) The available agent with the highest skill level who has been idle the longest since their last call.

Expert Agent Distribution Least Occupied Agent (EAD-LOA)
The available agent with the highest skill level and the lowest percentage of work time since last login.

 

[nohuhu]

GarethRoynon,

this setting works in a situation when there are calls in different skill queues and no available agents. calls are placed in queues and wait some time. when an agent becomes available, system selects a call for this particular agent, considering calls in all skill queues that this agent is assigned to. if call handling preference is set to "skill level", which is default, system picks an oldest call from a skill that this agent has the highest level of. if the preference is "greatest need", system picks an oldest call from any of agent's skills, regardless of the level. do note that "oldest call" in this case means a call with highest expected wait time calculated for a call's skill, not simply a call that waits longest.
a simple example: there are two skills, 1 and 2. there's one call waiting 20 seconds in queue for skill 1, ewt for this call is 40 seconds; and second call waiting 10 seconds in queue for skill 2, ewt for this call is 30 seconds. if agent's skill levels are level 2 for skill 1 and level 1 for skill 2, then if call handling preference is set to "skill level", the system will pick a call from skill 2 queue. if call handling preference is set to "greatest need", system will pick a call from skill 1 queue.

hope this helps.