CMS calls not handled according to priority

[shoehorn]

Description: When changing agents skills the system is allowing me to set up skills according to priority (i.e. set skill level to 2). All calls set as a
level 1 as opposed to level 2 are to be answered first but the calls are being answered regardless of the set up. This is causing calls to go unanswered. Also I have agents available assigned to a skill and sometimes the calls are not ringing through to the available agents and go unanswered. We're using CMS r3v9 and this problem only began occuring recently.

Thanks,

Chris

 

[Zen216]

when changing skill levels, agents have to log off then back on for changes to take effect.
also, the skill level is for the agent..
Agent a has skill 3 skill lvl 1, and agent b has a skill 3 skill lvl 2, and both are available for incoming calls,, then agent a will get the call instead of agent b.
If you want certain calls to be answered first, then queue thos call with a higher priority, (queue-to skill xx pri h, instesad of pri m or pri l)
Calls going unasnwered may be due to all queue slots in the skill are full. also, if a call RONA out and there are no other agents available ritght then, then it will seem to be in queue to the caller (caller will heqar hold treatment), but will not make it back to an agent,, will be in lala land..

 

[adminman3]

Check your hunt group forms too. Be sure they are provisioned as EAD-MIA or similar. The EAD is the Expert AGent Distribution which recognizes Preference Levels at the Agent level. Also, same in your VDN, second page.