Queue to Skill Level with Preference question? 1

[mjoetech]

Hello,

OK.. I have a question regarding vectoring to skill levels. Suppose I Build a Vector. I can Queue this vector to skill level, (say 30) It asks priority level, like lo, med, hi, top.

We then assign Agents one or more Skills. For each Skill, they also get a Preference Level.

Now, how can I queue to a skill (say 30), but only to people with pref level 1, then wait 30 seconds and then queue to people with pref level 1 & 2?

Or, can/should I use the PRI level (lo, med hi) to accomplish this?

Thanks,

Joe

 

[simreal]

I'm not an export on EAS but I'll try to help.

When you que to skill X medium it puts the call in line behind all of the calls qued at medium.

When you que a call to skill x at high ... it puts that call in que behind all of the other high calls but in front of the medium calls.

low, mediaum, and high provides a way to priorities the calls. Not determine who answers them.


The way to determine who will recieve a call first is by skill level. So if you have two agents with skill x, one of them is skill x level 1 and the other is skill x level 2, the agent that is skill level 1 will get the call first.

now there are lots of little nueances involved with skills and skill levels. you should really read the manual on EAS and get better aquainted.

An agent with skill x at level 2 will never get a call for skill x unless there are no agents in skill x with level 1 and those agents are available.

If agent 1 has skill x level 1 and agent 2 has skill x level (something other than 1 like 2, 3 or 4,) ... then a call comes in agent 1 gets the call regardless of the call being qued at low, medium, or high.

Now .. while that agent is on a call, if another call ques to skill x then depending on the que priority and the skill level of the other agents staffed in that skill that call might que directly to another agent or it might wait for the busy agent to become available.

I don't know all of the algorythms used to determine that but the rules are in the manual.

This document is a good place to start:
(Avaya Call Center Release 3.1 Call Vectoring and Expert Agent Selection (EAS) Guide)

https://support.avaya.com/css/P8/documents/100012053

I hope that helps.

 

[mjoetech]

Sure does help. Thank You.
Joe