We are having calls being routed in an unexpected manner. Here is the scenario:
Two queues setup
Agent1 is member of both queues but have a comp. level of the following for each:
Q1 = 5
Q2 = 8
Agent2 is member only Q1 with competency level of 5.
So let's say both agents are currently in a talking state and calls are waiting in both queues. If agent1 becomes available he will be presented Q1 instead of Q2 calls if they have been in the queue longer. We expected that since he is highest skill set for Q2 and both queues are set to Most Skilled routing, that he would receive a Q2 calls until that queue was clear. What seems to be happening is that he receives the oldest call from either queue, regardless of skill level.
Any idea what is happening or a way to restructure to get the desired behavior of Agent1 getting Q2 calls when present before taking any Q1 calls?
So back to the final question... Ideas on how to restructure such that we get the desired behavior. I've been pouring over the docs, and the whole idea of controlling ordering between different CSQs does not get much treatment.
well, TBH your going to see that your can't control things between 2 CSQ's only within your own CSQ. This is the same in UCCE. The only thing you may be able to do is reserve the resource so it doesn't get grabbed by the other queue somehow, but I'm not sure how to do that. Maybe check to see if anyone is in Q2 and if there is reserve the resource. Just a thought.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...