I have CM6.3 and there are agents with multiple skills with different skill levels. If a bilingual agent is skilled to take "spanish skill with skill level 1" and also skilled to take "english skill with skill level 3" and there is a call in each queue they will take the spanish call.
Is that still true even if the english skill call has been on hold for a very long time? What if the spanish skill in the vector is "m" and the english is "h" or "t"?
If an agent with a spanish skill being the highest skill level for that agent and all other skills are lower ranking skill levels, are there any reasons that agent would take the non-spanish call in queue over the spanish queued call?
BTW we don't use Business Advocate if that makes a difference.
Thanks
Is that still true even if the english skill call has been on hold for a very long time? What if the spanish skill in the vector is "m" and the english is "h" or "t"?
If an agent with a spanish skill being the highest skill level for that agent and all other skills are lower ranking skill levels, are there any reasons that agent would take the non-spanish call in queue over the spanish queued call?
BTW we don't use Business Advocate if that makes a difference.
Thanks
