I do not want to set priority on calls before they enter queues.. I want to just depend on skills based routing. Each agent has a queue they must man primarly, but also man other queues when the primary queue is empty. Right now, I have skills set 10 8 6 4 depending on their primary skillset. What I'm seeing is this.
In queue 1, I have two calls waiting and the longest waiting contact is around 2:00 minutes, but in queue 2 have 4 contacts waiting with longest waiting contact is around 8:00 minutes. If the agent has skillset of queue1 comp level of 10 and skillset of queue2 comp level of 5, I figured the longest waiting contact in queue1 would always route to the first person available in that queue as long as the comp level is higher then the other queue skillset. What is happening is that when agent becomes available it is routing the longest waiting contact between both queues. For example the longest call in queue2 since is the longest waiting contact over queue1 being presented to the agent first.
I do not want that..
I hope that makes more sense to what I'm trying to do..
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...