CMS PRIORITYS

[NatThomas]

HI,

Ive got a bit of a query regarding priority orders of skills on CMs.

Eg.. Agent 8000 has skill 802 as priority 2 but the skill is 5th in the list of skills on his skill listing.

Agent 8001 has skill 802 as priority 4 but the skill is 2nd in the list of skill listings.

Both have been in available for over 5mins. Agent 8001 gets the call!!!

Ive been through the routing and its all set up correctly. The skills are set to ead-mia. But the way Ive always thought it worked was on skill priority. Ive recently set these routings up with depts who used to overflow to each other, but theyve now been set up to use skill prioritys although it doesnt seem to be working as anticipated.

Any help would be great. If you can tell me if the order of these skills really has anything to do with it??

Thanks..

 

[mclellan]

How are your agents configured?

Make sure they are setup as:
Call Handling Preference: skill-level



Barry

 

[NatThomas]

Hi guys,

So sorry.... just double checked all the skills and one of the 10 was set up as ucd-mia and not ead-mia.

der!!!!

Thanks

Nat