skills based routing

  1. Strange Call Queue Behaviour

    I have a call queue which is set to Skills Based Routing Ring All. Several times today I've had reports that some users in priority 2 heard their phones ring despite there being users available in priority 1 and the call being answered by someone in priority 1. I don't even know how to check...

  2. Skills Based Routing Question

    Seeing this in an earlier thread that is locked - does this mean that if ALL agents in Skill Group 1 are on a call, the call will simply queue until an agent in Skill Group 1 is available - EVEN though there are agents available in Skill Group 2, 3, 4 and 5? +++++++++++++++++++++++++++++++++ As...
  3. JamesHD

    Additional Polling Options - Advanced Skill Based Routing

    It would be useful to have the option of a polling strategy that was similar to skills based routing, in that you can assign agents to different Skill Groups, but choose when the groups are polled rather than the additional Skills Groups only being polled if no one is present in the previous...
    • JamesHD
    • Thread
    • overflow polling strategies skills based routing
    • Replies: 0
    • Forum: Server
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