Skill Level

[HuppiFluppi]

Hello,

I have 15 agents with different skill levels within the same skill. On of these agents has skill level 16 (the lowest). As far as I know should this agent only get acd calls if all other 14 agents aren't available.
Actually I can see that this agents is getting calls while other agents are available.
Is there another option which has to be set?!?

thanks in advance

 

[SF0751]

Check your "group type" setting for the skill.

EAD-MIA: the highest skill level, most idle agent.
UCD-MIA: the most idle agent, without regard to skill level.
EAD-LOA: the highest skill level agent with the lowest occupancy.
UCD-LOA: the least occupied agent, without regard to skill level.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[HuppiFluppi]

Thank you... I knew about the group types, but I didn't checked it for that skill

It really was set to ucd-mia, so I set it to ead-mia.

thanks again.