IPCCX 5.0 Skills based routing Question...

Unanswered Question
Jun 17th, 2008
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I want to make sure that I understand the logic when you have multiple queues that an agent is a member of in terms of what call is presented to the agent first. So here goes:


Four queues setup

Q1

Q2

Q3

Q4


Agent1 is member of all four queues but have a comp. level of the following for each:


Q4 = 10

Q3 = 8

Q2 = 6

Q1 = 4


Agent2 is member of all four queues by have a comp. level of the following for each:


Q4 = 8

Q3 = 10

Q2 = 4

Q1 = 6


So let's say both agents are currently in a talking state and calls are waiting in all queues. If agent1 becomes available will he be presented Q4 calls since he is highest skill set and since all queues are set to Most Skilled routing? Will this occur until all Q4 calls have been cleared and then start working down the queues until all queues are cleared?


If I understand the document right this is how it works, but looking for some reassurance...




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adignan Tue, 06/17/2008 - 10:30
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Your logic is accurate.


adignan - CDW Berbee


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