Priority on skillset not working

[afortunato]

I have an appliaction on symposium 5.0 that has skillset priorities setup and the agent that has priority 1 is not alway getting the call when it is available. Is there anything I am not setting correctly that might be causing this

 

[bigindian65]

How's your call presentation setup in Symposium config menu & how is the skillset config setup. I bet it is longest idle agent on one of those (can't remember which is what) So, if prioriy 1 is most busy, a more idle agent, or oldest agent may get the call.

Mato' Was'aka

 

[captaingadget]

You need to check your agent to skillset assignments. Agents can have different priorities in different skillsets. There may be more than one P1 agent, or the call may be arriving from different skillset for which this agent is not a P1 or the longest idle.

 

[afortunato]

I spoke to a friend who told me that this happens to him a few time when creating multiple skilsets and agents- etc. His workaround was - to de-acquire all sets and reboot- I did it and it worked( some kind of corruption is in place with 5.0) I will take it to Nortel to check it.


Thanks everyone for your guidance,