I have an end user that tells me she had a call holding for 5 minutes, queuing on a skill with priority 4, when another call came in on a different skill, priority 4 and that call was answered first. There were agents available with both skills. How does the priority work and is there a time component? Can one increase the priority of a call based on time on hold? Also, if the skill priority on an agent is changed (ie. call holding for 5 minutes on skill A, priority 4 is changed to priority 1 so calls coming into skill B priority 4 don't take precedence)Does that change take affect immediately or does the agent need to log off and log back in for it to take affect?
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Call Management System and call priorities
- Thread starter mnortman
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