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Bronze

Modifying Queue agent priorities

HI

IPCCX 4.0.1sr1 Build 055

Our late shift guy is taking way more calls then our earlier shift guys (which should not be happening).

How do I please check the priority of all my repr in the "Queue #A"?

The reps should all be equal. If the reps are not equal, how can you make them equal?

In another queue, in terms of priority, I want to do priority on the "Queue #B"

How do I check priorities on both queues. Thx

1 REPLY
New Member

Re: Modifying Queue agent priorities

Hi,

If your using skills based routing, go to the resources assigned to that queue and check to see what everones competance level is set to. To change a persons competence level. Select their name and then select the competence level control and change it.

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