Agent Priority

[glynnmsg]

Looking for clarification on agent priority:

Lets say that I have two agents: Agent 1 is assigned to skill set A with a priority of 1, and Skill set B with a priority of 3. Agent 2 is assigned to skill set B with a priority of 1.

Both agents are on a call in the correct skill sets,

A call comes into the call center for skill set B no agents are available the call waits (IE 2:00 Minutes)
Another call comes into the call center for skill set A. Agent one completes the call they are on and is presented with the call for skill set B which they are a priority 3 in, I thought that they would automatically get the call for skill set A seeing that they are a priorty 1. Is this because the call for skill set B was waiting the longest, and then went to the next available agent? Puzzled in CT

 

[Utreg]

You are correct: It is because the call for skill set B was waiting the longest, and then went to the next available agent.

Via an agent skillset priority you can setup how calls are distributed per skillset.

Via scripting skillset priority can be setup, f.e.:
Queue to VIP_Skillset with priority 1
Priority 1 is the highest and 6 the lowest.
This causes the VIP-callers to go in front of the other skillset queues so be carefull if it is a busy line (other skillset callers stay in the queue if no agent is available).

 

[mte0910]

I remember it this way;
Agent Priority deals with competition between agents for calls.

Skillset Priority deals with competition between calls for agents.