skill routing ignoring skill level

[phonegirl27]

Hi.

G3rV12, all hunt groups are set to EAD-MIA, all agents are set to skill level.

We have calls waiting in multiple skills
Agents are assigned multiple skills
Skill 1 has an OCW of 2:00
Skill 16 has an OCW of :30
Agent has skills
16/1
1/2

Skill 1 call will be delivered to this agent over a skill 16 call so the question becomes if the agent is set to skill level, why did the agent get the skill 1 call and not the skill 16 call, since she is a priority 1 on skill 16. It appears it's using Greatest Need, but I can't figure out why this would be.

Thanks!!

 

[SF0751]

Check the priority setting in the call vector(s).
Vector priority trumps agent skill level.

Susan
You can have it all. You just can't have it all at once.

 

[phonegirl27]

Sorry I should have mentioned that too. All vectors are set to queue at a medium priority.

Thanks!

 

[SF0751]

Could it have been a RONA call? We re-queue all RONA's back to the orginal skill, but at a higher priority.

When I has questions like this, I start by finding out the VDN that delivered the call in questions.

Susan
You can have it all. You just can't have it all at once.

 

[phonegirl27]

We aren't using RONA on anything.

Got any other ideas?