I have been watching our Queue tonight and have noticed something strange and wondered if anyone might have any ideas as to what could cause this...
We have about 25 agents tonight, all with the same Skill 'Template'. They are all 'Repair' Agents with 'Sales' as an R2 skill. There are NO Agents logged in with a primary skill of sales. Yet all calls coming into the sales queue are aging to the 120 second R2 threshold before the call goes to a 'Repair' agent.
I thought that the Reserve skill would be envoked immediately if no agents with that primary skill are logged in because it sets the EWT to 9999 or something like that... Is there something I am missing?
Thanks for any advise...
Perry
We have about 25 agents tonight, all with the same Skill 'Template'. They are all 'Repair' Agents with 'Sales' as an R2 skill. There are NO Agents logged in with a primary skill of sales. Yet all calls coming into the sales queue are aging to the 120 second R2 threshold before the call goes to a 'Repair' agent.
I thought that the Reserve skill would be envoked immediately if no agents with that primary skill are logged in because it sets the EWT to 9999 or something like that... Is there something I am missing?
Thanks for any advise...
Perry