Agent Priority 1

[davea2]

Hi

Does anyone know of a way to prioritise agents within a group without using skills?

In its simplest form just make the group sequential?

Custome has a rather complex requirement

Call to a particular topic - Agent1 and Agent2 (in a group of their own)should be first port of call, but always prioritising Agent1

If neither availabe, calls goes to a more general agent group as a free for all. Agent1 and Agent2 are also in this group.

Would like to avoid attaching skill requiremets if at all possible!
Thanks
Dave

 

[janni78]

You can set priority when adding agents to groups.

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

 

[davea2]

Hi
Thanks for the reply!
I see where that is - does that not just prioritise which groups the agents will take calls for rather than prioritising actually withing the group?

I may be confusing groups with Topics
Also I have set group membership via profiles, so I guess I would have to create a new profile for each agent?

Cheers

 

[sstevancevic]

You can use Distributor (Prioritized) in your Call flow showing:
1st to Agent1
2nd to Agent2
3rd to Agent group

 

[janni78]

Priority in Agent Groups will tell which agent should get the call if several is available.

The order which calls are distributed depends on their wait time and priority in the system.

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

 

[davea2]

Thanks for the replies chaps!