VDN and Agent Skill Priorities

[RGarcia87]

Hopefully someone can answer my questions on some of these scenarios...

Agent: John Doe
Skill Level
20 1
25 1

If skill 20 has a VDN with a priority of 'Medium' and skill 25 has a VDN with a priority of 'Top', is the Agent always going to get the calls in skill 25 first? What if skill 25's 'Level' was set to '2'?

 

[GuzaPasha]

You should think of it on the following way:

VDN 1,
queue to skill 99 pri m

VDN 2,
queue to skill 99 pri h

call that comes to the skill 99 over VDN 2 will be call with the higher prirority than the call that comes through VDN 1, and on that way will be served first,even if the call through the VDN 1 has come earlier in the queue.

Agent ID
Level that you assign to each skill that the agent will be logged on is as follows. Let suppose the following:

Agent X

skill 99 level 5

Agent Y
skill 99 level 3

this means that if call comes to the skill 99, the call will go to the Agent X cos he has the higher level. Think of few agents that speak Serbian language, and you have two of them. One is an expert in Serbian, and the second one is average speaker, putting the level for those agents, you will firstly transfer calls to the expert agent, and if he is busy, call will go to the average agent.

Hope this helps
GuzaPasha