My issue is Agent B and Agent C are always listed first under Queue1 when I do Show Ressources and I am trying to get Agent A get the call first if he is ready.
Same for Queue4. Agent B and Agent C are listed first and I am trying to get Agent D answer the call first.
My understanding is when I select only one Skill (SK-Queue1 for Queue1 as an example), the system will select the most skilled agent and not consider the total. If this not correct how can I make this to work?
You will have to go under the respective queue and select Most Skilled under the Resource Selection Criteria. This can be done by going to Subsytems->RmCm->Contact Service queues, select the queue, click Next and you should be able to find the option there.
In an envirement were agents are answering calls on different queues, can we route the call to a queue by considering only the skills assigned to that queue an not all the skills assigned to the agent? If this is what it suppose to happen, why agent B and C are always listed first?
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