Check Skill Step in Vectors

[dallas1]

I have a call queued in Skill 1
When you are doing a “check skill 2 pri m if available-agents > 0” does it “q” to that skill ALSO while it’s checking?
And what happens should there be an available agent in that skill (2), will it be delivered to that agent, and considered a “dequeued” call in the first skill?
Any info would be awesome…Thanks!

 

[theavayaguy]

dallas1,

With check skill 2 pri m avaiable agents > 0 will never queue to skill 2, once the condition "available agents > 0" becomes true, that one available agent would get the call directly.

According to the CentreVU Check step, Interactions section of the Call Vectoring/Expert Agent Selection (EAS) Guide 555-230-521 manual R8:

If the call is also queued to other splits (skills),
OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split (skill) to which the call queues, and Flow Out is reported (unless the split (skill) turns out to be the answering split (skill)). DEQUECALLS/DEQUETIME is tracked in the second and third splits (skills) if these splits (skills) are not the answering split (skill), and the call is reported as Dequeued Calls and Dequeued Avg Queue Time. However, if the second or third split (skill) is the
answering split (skill), INFLOWCALLS is tracked in the split (skill), and the call is reported as Flow In.

So in your case, you will see and ACD Call pegged against skill 2 and you would see a Outflowcall / Flow Out pegged against skill 1.

Hope this helps.