CALL PRESENTATION

[MartyMar74]

OK, I am new to symposium and have been tasked to find out why an agent that has been assigned a skillset priority of 7 occasionally recieves a call before 5 other agents that are idle and are skillset priority 2. Can anyone point me in a direction as to where I can start to looking to resolve this issue?
~~~~Symposium 5.0~~~~~~~~

 

[Milesprower]

Do you have any documentation? There is a good discussion of skillset routing in the Supervisor Guide and/or the Administrator's Guide.

The short answer is we need to know how your system is set up. Important factors are
-are agents all only in one skillset or in several skillsets
-what is the global setting for agent selection
-do the scripts use the Queue to Skillset clause BY LONGEST IDLE AGENT.