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Modifying Queue agent priorities

aamercado
Level 4
Level 4

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 1

Chuck Reid
Level 1
Level 1

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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