Skillset Priority 2

[3Sixty]

Hi Everyone,

Can someone clear something up for me. I have tried to assign a skillset on Contact Centre Multimedia Release 6.0 with a priority of 10.

So the command looks like this

QUEUE TO SKILLSET xxxx WITH PRIORITY 10

I wanted to confirm the same 1-48 skillset priority applies in the scripts as to the agent. The Contact Centre Scripting will except the command but will not follow the maximum priority is 6 on this. Is this a patch or am I missing something.

As usual any help greatly appreciated.

Thanks,
Marshall

http://www.3sixtynetworks.com

 

[ContactCenterGuy]

In the scripts, priorities range from 1 to 6 with 1 being the highest.

Jason

 

[3Sixty]

Thanks Jason,

I read that but thought this had been changed from 4.2 days. Guess not.

Thanks,
Marshall

http://www.3sixtynetworks.com

 

[cctechuser]

there are two types of priorities being mentioned here- possibly causing some confusion. Contacts Priorities range 1 - 10 and you should be able to execute a script command QUEUE TO SKILLSET xxxxx WITH PRIORITY 8

This is the contact priority and calls from all higher priorities will be processed first... so voice calls / multimedia contacts queued with priority 5 will be fully exhausted before it processes anything from priority 6 queue, then priority 7 etc... If a new priority 6 arrives after it's working something from priority 7, the next contact worked will be the priority 6, then revert to priority 7 etc... so it should work all the way up to 10.

The other priority you mentioned is skillset priority (1-48). This is the priority at which the skillset is assigned to the agent. So if there is a contact in the queue and there are 2 available agents, the contact will be delivered to the agent with the highest priority assigned to them i.e. priority 32 on that skillset as opposed to the other agent who may have priority 33 on the same skillset. If the two agents have the same priority assigned to them, the contact will go to the longest idle agent.

hope this helps...