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Priamry Skill

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coolk

coolk

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Oct 29, 2002
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If agents are skilled as ead-mia and there are 2 agents, one who's prmary skill level is 3 and another agent who is multi-skilled in the same skill and same level (3) but it is not his/her primary skill who would the call go to 1st?
 
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The call would go to the agent whose primary skill level is 3.As this is ead-mia. And the agent with primary skill is having higher authority than the one who is multi skilled.

Nagesh
 
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