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Queue to agent with multiple skillsets

Queue to agent with multiple skillsets

Queue to agent with multiple skillsets

Hi All,

Have a question about queueing in AACC7. Should be the same in IPOCC so I put it in here.

Have a group of agents with multiple skillsets assigned to them.
In applications "A", "B", "C", QUEUE TO SKILLSET is set as follows: calls to a skillset "A" are queued with priority 1, calls to "B" and "C" are queued with priority 3.
The agent has the following priorities assigned to him: in skillset "A" priority 10, "B" priority 5, "C" priority 3. The customer noticed agents in skillset "A" were presented with the calls from skillsets "B" and "C" while there were calls queuing in skillset "A".
Avaya docs state the AACC use call priority, if not set then the age of the call.

Is it possible that agents Priority in the skillset takes precedence over the call priority when assigned to multiple skillsets. Like, if you're more important in one skillset than another then the call will be routed from the skillset you have a higher priority in. It kind of doesn't make sense since the calls are treated on basis of more or less important and even though you priority is very low for a high priority call you should still answer it.


RE: Queue to agent with multiple skillsets

This has nothing to do with IPOCC nor does it work the same way.

You might try the Aura forum.

"Trying is the first step to failure..." - Homer

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