skill group

  1. Skill based call routing behaviour

    Hi All, I'm setting up a call queue using "Skill based routing fewest answered", I have encountered that a call will keep ringing users in skill group 1 so long as they are all available until a time when none are available/signed out etc and will pass to skill group 2. Is there a way that once...
  2. MidiTélécom

    Option for Queues with SBR to skip to the skill group if agents not respond

    Hi everyone, Today if we use a queue with Skill Based Routing, if there is an agent available in the skill group, the ring will still be in the same skill group and never goes to the upper level. That will be great if we can tick an option to make possible the fact of the ring get to another...
    • MidiTélécom
    • Thread
    • agents next skill group queues sbr sbr queue skill group skip skipping timeout
    • Replies: 0
    • Forum: Server
  3. MidiTélécom

    Make Queues with SBR skipping to another skill group

    Hi everyone, Today if we use a queue with Skill Based Routing, if there is an agent available in the skill group, the ring will still be in the same skill group and never goes to the upper level. That will be great if we can tick an option to make possible the fact of the ring get to another...
    • MidiTélécom
    • Thread
    • agent queue sbr skill group timeout
    • Replies: 26
    • Forum: Server
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