What determines to which agent skill CMS "peg-counts" an outbound call?

[3408phonegod]

In our call center, agents receive incoming calls, and they also make manually dialed outgoing calls. Agents also have access to several skills/splits for incoming calls. On our CMS reports we can easily see the number of calls handled. For incoming calls we can see the peg counts for an agent for each skill they have access to. However, for outbound calls there doesn't seem to be any rhyme or reason to which agent skill the call gets pegged. What determines what skill group an outbound ACD calls get counted on when the agent has multiple skills?

 

[Stinney]

I believe it defaults to the first skill in the first entry of the agent ID form.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[3408phonegod]

That's what we thought too. However there are instances where we get peg counts for outbound calls on skills that are not the agent's first skill. During any one shift, the same agent will show outbound calls against multiple skills to which he (she) has access for inbound calls. I've set up test cases and made multiple test calls to try to figure this out, but I can't find any pattern. It seems to be random.

 

[Stinney]

CMS Database Items and Calculations document:

For agents with multiple skills AUXOUTCALLS are recorded in the SPLIT that is the
OLDEST_LOGON, unless the agent placed the call with an ACD call on hold. In this case,
AUXOUTCALLS are recorded for the split/skill of the ACD call

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"