Call distribution between local and network skillset

[jadiebear]

I have script saying like that

Queue to skillset sales
wait 2
Queue to network skillset sales
....

If both local and remote agents have same skillset level, do local agents always take call first even though remote agent stay in idle mode longer? If so, how do I set up for call evenly distributed based on longest idle time?

Appreciate all the responses.

 

[lretrievers]

Starting at Release 5.0, you can turn on Local Node Inclusion on the skillset and then it would always look at all agents across the network to find the longest idle agent. Then you would change your script to just queue to network skillsets.

 

[jadiebear]

Hi lretrievers,

Could you elaborate on Local Node Inclusion please. How to turn it on, where to turn it on? All the end nodes or just NCC.

Thanks

 

[lretrievers]

It is turned on at each server, and must be done through web client; you need to go to the skillset configuration and check off local node inclusion there.

 

[jadiebear]

Thank you so much.