pirotiy 1 and 2 skillsets assigned to agents need queued 2

[turtlezzz]

I have skillset a and skillset b. I have 5 agents assigned to both skillsets Skillset B Priority 1 and skillset A Priority2. 10 agents are assigned to only Skillset A at priority 1.

Skillset A is assigned to 5 agents at Priority 2. How would I need to script that 5 agents with SkillsetB P1 receive those calls before receiving calls from skillset A priority 2. If calls from skillset B come Right now in script, queue to skillset A with priority 1 is in there. What is happening is the 5 agents cannot receive calls from skillset b-skilllset priority 1 assigned.

 

[captaingadget]

Not entirely sure if I understand your problem correctly, but it seems to me that you are confusing agent/skillset priorities with call priorties. They two separate entities and not to be confused.

Agent priority governs the order in which a call searches for free agents. i.e. it looks first for a P1 agent then P2 etc. Incoming call priority governs which call is presented first. Highest priority calls get presented first.

You say that the sciprt contains "queue to skillset A with priority 1". That is the CALL priority not an agent priority. Is this making any sense??

 

[turtlezzz]

Yes, understand. So with my queue to skillset w/ priority 1 it is getting higher priority than agent skillset priority. If I remove the queue to skillset priority, will call then look at agent priority and queue to agents with skillset priority 1. Correct? thanks for your help

 

[Milesprower]

The SCCS will connect the call to the highest ranked available agent for that skillset.

Call Priority and Agent priority are two separate characteritics. Call Priority defines which call(s) are handled first.

Agent Priority defines to which agent(s) calls are presented (after they have made it to the top of the call queue).

 

[captaingadget]

Give it a go and take out the w/priority as I suspect that calls to skillset B have a lower priority and therefore if there are always calls queueing to skillset A, they will never be answered.

If you don't specify a priority in the script, the system will default it to 6. So if no scripts have a specified priority then all calls will be equal.