Agent Preference w/EAS

A-Train · July 1st, 2008, 01:57 PM

I have been asked to have a queue prefer a particular rep in a queue. The system is using EAS, and has agent logins + skill routing. They want the calls to prefer one rep, and if they are unavailable to queue to the rest of the group as normal. Would the Direct Agent Skill option in the Agent Login ID screen accomplish this? We are running a Definity G3si v9. Thanks!

ZeN216 · July 1st, 2008, 02:20 PM

if your using skills, then put a 1 for the rep you want to get the calls, and a 2 for everyone else,,
calls going to that skill will goto highest skill level available first...

A-Train · July 2nd, 2008, 09:25 AM

Yeah, after I thought about this a bit I decided the way to do it is to have 2 groups. Then I can use the skill levels to make certain people primary and other backup. It seems like a waste to have 2 hunt groups for 3 people, but it will accomplish what they want.

ZeN216 · July 3rd, 2008, 07:55 AM

I wouldn't use two groups,, just one group, but the SL would be different.
Lets say it is skill 1, then in the agent screen you would assign skill 1, SL 1 for the pri, and SL 2 for the backups... then if the pri is busy it will goto the others,, and you only need one skill, and queue-to step in vector..

Code:

display agent-loginID 5835                                      Page   2 of   2
                                 AGENT LOGINID
      Direct Agent Skill:
Call Handling Preference: skill-level               Local Call Preference? n
    SN      SL          SN      SL          SN      SL          SN      SL
 1: 60      3       16:                 31:                 46:

July 1st, 2008, 01:57 PM	#1 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Agent Preference w/EAS I have been asked to have a queue prefer a particular rep in a queue. The system is using EAS, and has agent logins + skill routing. They want the calls to prefer one rep, and if they are unavailable to queue to the rest of the group as normal. Would the Direct Agent Skill option in the Agent Login ID screen accomplish this? We are running a Definity G3si v9. Thanks!

July 1st, 2008, 02:20 PM	#2 (permalink)
ZeN216 Join Date: Jul 2006 Posts: 21	Re: Agent Preference w/EAS if your using skills, then put a 1 for the rep you want to get the calls, and a 2 for everyone else,, calls going to that skill will goto highest skill level available first...

July 2nd, 2008, 09:25 AM	#3 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Re: Agent Preference w/EAS Yeah, after I thought about this a bit I decided the way to do it is to have 2 groups. Then I can use the skill levels to make certain people primary and other backup. It seems like a waste to have 2 hunt groups for 3 people, but it will accomplish what they want.

July 3rd, 2008, 07:55 AM	#4 (permalink)
ZeN216 Join Date: Jul 2006 Posts: 21	Re: Agent Preference w/EAS I wouldn't use two groups,, just one group, but the SL would be different. Lets say it is skill 1, then in the agent screen you would assign skill 1, SL 1 for the pri, and SL 2 for the backups... then if the pri is busy it will goto the others,, and you only need one skill, and queue-to step in vector.. Code: display agent-loginID 5835 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Call Handling Preference: skill-level Local Call Preference? n SN SL SN SL SN SL SN SL 1: 60 3 16: 31: 46:

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