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New Member

Selection of agent algorithm

I have an agent who is a member of 2 queues.

Queue 1 is selected by "most skilled" and he is a 3 which is the lowest of any agent in that queue.

He is also a memeber of Queue 2 which is selected by "longest available agent.  He is top ratedof a 10  in that queue.

So when the gaent becomes availavle we want him to answer the call in the queue he is top rated in.

However, he always gets the next call from the "most skilled" queue instead, even though he has the lowest rating of all 50 people in that queue.

Any ideas, Thanks!

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New Member

Selection of agent algorithm

If Queue 2 is selected by "longest available agent.  The will his top rating of 10 not get ignored anyways? As rating is only applicable is Most Skilled routing anyways?

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