How to make one skill's queue jump ahead of another skill's queue

[KFLORIDA]

On an Aura call center, I want to make one skill jump in front of the line over another skill group. I have multiple agents all getting calls for the same multiple skills. Because of reporting requests, the skills have to remain broken out separately. From my pool of agents, I want to make it so if calls are waiting for skill A, they get taken care of before calls waiting for skill B even though they haven’t been waiting as long. I don’t know if “Queue to skill a pri High” will take care of that. I want to jump calls from one skill ahead of other skills. Some queues are special and some aren’t.
The hunt type is ead-mia but I believe that just controls how the next agent is found. What controls which of the waiting call queues gets taken care of next? (I know it normally is longest waiting call) Any ideas or places I should check? Thanks, Kimberly

 

[smokinjoe2938]

I believe like you said, make the skill a high priority, this call will go to the top of the queue.

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[DAVIDPAYNE]

You will need to change the Agent Skill levels. if you want agent 1234 to get the calls from skill 5, before skill 6, the agent 1234 SL for skill 5 needs to be be higher the skill 6. Assuming you are using skill with EAD-MIA or EAD-LOA.

 

[Stinney]

You need to consider both the skill level in the agent's login and the priority set in queue.

Download the Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide for your CM version.

There is a section called "Delivery from a skill hunt group" in the CM 4 version of the guide it's on page 463.

It provides examples of how calls would be delivered to an agent with Direct Agent calls, skills with different Skill Levels and queued at different priorities. You need to take all of these into consideration.

But "simply put":

Oldest direct agent calls are delivered first, then the oldest call waiting, at the highest priority, for the highest skill-level skill is delivered to the agent.



- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[smokinjoe2938]

he did not mention eas call center, this changes everything! do as davidpayne says, this will do the trick for you

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[Stinney]

He stated: "The hunt type is ead-mia "

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[smokinjoe2938]

yes he did sorry, my bad.

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[montyzummer]

Hmm Guys I think He may be a "She" Kimberley kind of gives the game away , come on power to equality and all that jazz[flush]

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Stinney]

D'oh!

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!