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?
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Call Management System and call priorities
- Thread starter mnortman
- Start date
