Priority Call Queuing

[gemry]

Hi All,

Can you please help, I have been asked to confirm how call priority queuing within a vector and skill levels assigned to an agent work. We currently use all levels l, m, h t to queue the calls to the skill, and we also use skill levels for each agents assigned skills. I would like to know if one overrides the other, or if the work together in some way.
Cheers
Gill

 

[wil19148]

Priority queuing takes first precedence - ie; all calls queued at priority t will be answered before priority h, and so on.

After that, skill level preferencing will come into play.


For example - an agent has skill A at level 1 and skill B at level 2, and is set to skill-level

Call holding in skill A is 1 minute old. Call in skill B is 5 minutes old.

If both calls are queued at same priority, agent gets call in skill A.

If call in skill A is queued at priority m and in skill B at priority h, agent gets call in skill B.

 

[gemry]

Thank you for your response

So does the priority go across skills.
So does this mean that the priority goes across skills?

So if I have calls coming in on different VDNs will the system be able to priorities the calls based on the priority level set in each vector and also the skill level set for each agent?

 

[wil19148]

Yes if you have a multi-skilled agent and that is the only agent available, it will consider the priority the call is queued at first. If there is no difference in priority then the agent's skill levels will be considered when deciding which call to send.

 

[gemry]

thats great, thanks for your help.

Gill

 

[Zubayer]

Same question is also ticking in my mind. We have for prio=h for all queuing at vector programming. I mean same priority level for all skill calls queuing. In agent side we have Skill leveling as we have configured multi skill. Now problem is that in that scenerio lets say for SKill A top agent has first 3 calls are in Skill B (which is that agent 2nd skil priority) and 1 calls in skill A will that calls jumps the 3 prior skill B calls and come to Agent.

Answer me please

 

[wil19148]

Zubayer -

Yes, if all the calls (both in skill A and in skill B) are queued at priority h, then the agent will get the call from his highest skill level. In your example, he would get the call in Skill A even though the calls in Skill B are older.

 

[Zubayer]

Thanks wil, for your answer.
To give you more information that at hunt group the configuration is as follows:


hange hunt-group 2 Page 1 of 3
HUNT GROUP

Group Number: 2 ACD? y
Group Name: BSP Hotline Queue? y
Group Extension: 8000 Vector? y
Group Type: ead-mia
TN: 1
COR: 21 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port: