Agent Priority and Agent Idle Configuration in CC6

[skk391]

Hi all,

Can someone please help me with the following please.

I have skillet A which is our high priority skillset. Most of our agents have been configured with this skillset & have skillset priority set to 1 within the agent config

We then have another skillset (skillset B) we have around 5 agents logged into this skillset. Agents here have both skillsets assigned to them but with a skillset priority of 48 (the lowest) assign on Skillset A.

I was hoping that this configuration would allow Skillset B agents to pick up Skillset B calls and only pick up Skillset A calls when no other agent was available. I was under the impression that because Skillset A agents have a higher skillset priority the system would try to pass the call to them first, after that it would pass the calls to agents with skillset priority 48.

In practise it looks like the system is ignoring this and finding the agent with the longest idle time, regardless of skillset priority configured and passing the call to them. So in the example above, passing calls to idle agents with SKillset B & A assigned, while agents with only Skillset A assigned are sat around in idle ( if they have a higher idle time)

I have gone into Configuration -> Global Setting -> and can see an option of -> Agent Order Preference -> Longest Total Time Since Last CDN/ACD Call.

does this need to be changed?

Or I need to change my script to read something to the effect of ...

if age of call is > 25 then Queue to skillset A with Priority (greater than skillset B)

Hope this makes sense.

FYI - Nortel Meridian Option 11c with CC6

 

[effort1584]

Skillset B has no bearing on the equation. For clarity you have agents in just one skillset (A) and agents in two skillsets (A&B). The skillset doesn't define the agents (important to ensure we are talking the same language). When a call comes into the A skillset there is no comparison with calls in the B skillset {agents who have 2 skillsets may be on a call for skillset B, but that is no different than them being on a skillset A call the system doesn't look at what skillset they are on, just that they are not available to get a call).

You are correct on the way it should work. Skillset A gets a call, all the agents in the highest priority will be looked at first based upon time since last since last ACD/CDN activity. If all of these agents are on calls (ACD or otherwise) or are not ready/on break then it will look to the next priority level down.

No positive from either of the changes you mentioned.

It should work basically as you want. The questions at this point are:
1. What is the evidence that this is occurring (I often hear this type of thing from agents and it is a misunderstanding on their part). They forget that not ready counts, or bumped calls reset the timer, DN calls make them unavailable, break is the same as not ready, etc.). So be sure you have an issue by confirming with reports or structured testing.
2. When does this occur. I find this is more likely at the beginning of the day, end of the day, or lunch as there are few agents available and they really don't know why it happened when in fact there were no agents available in the higher priority.
3. Are agents staying logged in and ready, or do they try to login or go to ready if they see others are busy/calls queued. Hate to say I have seen this one, but it is true.
4. Are you on the latest patches (I think SP8 with a few patches for CC6).

If you want an easy way then the following will work regardless of patch:
The 5 agents who have more than one skillset are taken out of skillset A and placed in skillset C (stay in B skillset). Then in the script after you have queued to skillset A wait for x seconds and queue to skillset C. x can be as short as 2 seconds (I would use 4) or as long as you want to try and get the call answered in A first. Skillset C becomes a timed overflow from Skillset A. The call is queued in both skillsets once it queues to C, assuming there are agents logged into C.

As an aside, never use the highest or lowest priority. Leave yourself a place to go in the event of a change. Setting priorities 5 and 6 is the same as 1 and 48 in order, but you would have to change several people in order to put another group higher or lower in the second case. Use something like 10 and 30. Plenty of space in all directions and no down side.