Q's and agent availability

[SweetAction]

Looks for some additional information on Q's. Using Skill Based Routing Fewest Answered. Skill 1 has 3 agents. Skill 2 has 3 agents.

My understanding is:
When a agent doesn't answer a call (times out, they decline, etc) and it rings for max ring time, it should ring next agent in that skill not on a current call. Failing all of those agents, move to next skill group.

What appears to be happening...
When a agent doesn't answer a call (times out, they decline, etc) and it rings for max ring time, it then starts ringing them again since they are still available.

Can someone shed some light on this? My desired workflow is:
When a agent doesn't answer a call (times out, they decline, etc) and it rings for max ring time, it should ring next agent in that skill not on a current call. That call should not be presented to the first again until all agents in all skill groups have been looked at. Otherwise, we end up in a situation where the call is presented to 1 agent only if he forgets to log out, declines the call, etc.

 

[bhs2]

We are having the same issues. Fanvil phones, if that matters.

 

[AWS2P]

Never used this kind of Q but have some questions about your settings:

Are the 3 agents available in each skills Qs?
Are the agents not the same at all in the 2 skills? not same members of the 2Qs?
Did you set priority Q ?
Did you set DNA to forward on skill 2 Q ?

did you tried with another mode skill routed round robin ?

 

[SweetAction]

Are the 3 agents available in each skills Qs? No, different agents
Are the agents not the same at all in the 2 skills? not same members of the 2Qs? Correct. Ext 1,2,3 are in Skill 1 and 4,5,6 are in Skill 2
Did you set priority Q ? No
Did you set DNA to forward on skill 2 Q ? No
did you tried with another mode skill routed round robin ? Nope