? about queuing to two skills

[RTMCKEE]

We want to queue calls to two skills based on agent idle time. For example:

There are 3 agents with skill 1. Idle times are 7:15, 6:45 and 6:30. At the same time, there are 3 agents with skill 2, but their idle times are 8:00, 7:00 and 6:35. I'd like the call to route to the agents with highest idle time across both skills- so in this case, first to 2, then 1, then 2.

I’ve currently go them set up to:

Queue to skill 1 T
Queue to skill 2 T

If I do a check skill then queue to best, will it use the idle time assume there are available agents in both skills?

RTMCKEE


CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[johnsbo]

My thought is you need to set MIA(most idle agent) calc across skills in system feature parameters as before:

display system-parameters features Page 9 of 10 SPE A
FEATURE-RELATED SYSTEM PARAMETERS

CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills? y