Vectoring Queue To Skill vs Queue to Best

[ronnyserrano]

Hi Everyone,

I'm having some dificult with queuing to a skill from a vector.

Currently we have the following
VDN 5386 has 1st skill as (15) 2nd skill as (21)

I have 1 agent A with a Skill 15 Level 1 and Agent B with skill 15 level 2. Agent B is one of 3 people that have skill 21 leve 1.

The vector has:
queue-to skill 1st pri m
queue-to skill 2nd pri m
announcement v1

ok.. that's the background.. here's the issue...

We've added a 3rd person with skill 15 Level 3. We want the call to go to Skill 15 level 1.. if not available.. Skill 15 level 2.. if not available.. skill 15 level 3.. if not available skill 21..

it seems that the levels aren't even considered in the vector. If Agent A isn't available, it goes to skill 21 even if an agent with skill 15 level 2 or 3 is available.

Can anyone shed some light on this...

Thanks
RS

 

[SF0751]

Let me see if I have this correct:

Agent A - Skill 15; level 1
Agent B = Skill 15; level 2 and Skill 21; level 1
Agent C = Skill 15; level 3

Your call is queueing correctly - level 1 agents, then level 2, then level 3. Since your skill 21 is at a level 1, that call is queued before the skill 15 levels 2 or 3.

If you don't want the call answered with skill 21, then change the priority of your queue-to skill 2nd command to a low priority.

Susan
Muffins are just ugly cupcakes.

 

[ronnyserrano]

I have a feeling I know what the issue is.. but won't be able to test it for an couple of hours. the agents skills were changed while they were logged in. i'm betting that the change isn't picked up until they log out and log in.

I'm hoping that's what it is..

SF.. thanks for the idea of answering with a lower priority on that one. I'd prefer the first skill to get it if possible.

 

[SF0751]

If the agent skills were changed in ASA, then the change doesn't take effect the next time the agent logs in.

If the agent skills were changed in CMS, then the change takes effect right away if the agent is in AVAIL status, or the next time the agent state changes.

Susan
Muffins are just ugly cupcakes.