mclellan

Hello, I have been having a fun time trying to get a handle on
Vector: priority queueing / skill-level
Skills: EAD-MIA / EAD-LOA
Agents: skill-level / Greatest Need

The current problem I am having is finding a way for agents in particular skills to receive queued calls at a higher priority than calls that are sitting in another queue.

This first scenario describes our current call flow, and the one below this describes what I would like to see happen.

Can anyone suggest a configuration that may be able to get me to my final scenario? I was hoping the priority queueing would solve my problem, however I just read that this pertains only to the queue you set this on. i.e. call queues to skill 600 at low, call queues to skill 600 at top, the top call get the calls, however if the agent also has skill 601 in their profile, and a call is queued in each skill, than the answering scheme would be based on skill level even though the skill 601 could be queued at medium, and the skill 600 could be queued at top.

Current Scenario
All English Agents on a call
All French Agents on a call
1 Call in English Queue 60 seconds
1 Call in French Queue 30 seconds
French Agent Skill 400 Level 2 becomes available
French agent receives longest waiting call in English Queue
Since there are more English to French Agents 3 English Agents now become available
French Call Still sites in queue
French agent becomes available
French agent receives call in French queue (which has now sat for 180 seconds)

What I would like to happen:
New Scenario
All English Agents on a call
All French Agents on a call
1 Call in English Queue 60 seconds
1 Call in French Queue 30 seconds
French Agent Skill 400 Level 2 becomes available
French agent receives call in French Queue
Since there are more English to French Agents 3 English Agents now become available
English Agent receives call in English queue

Thanks!
Barry

matthewk

What if the Fench agents log into the frech skill at level 1 and the english skill at level 2?

Would they get the French call over the longer waiting English?

PBXtech.info

 

mclellan

Hi Matthew,

I've tested this a bit, and it looks like the English call would still get answered first because it is the longest waiting call.

Barry

ko_glass