Skill based routing configuration

[AndyC]

I am setting up skill based routing and I was under the impression that if Ring All was selected it would poll all agents in skill group 1 until the ring time exceeded and then poll all agents in 1+2. I have set it up and it seems to poll group 1 and not continue if any agent in group 1 is still ringing, after the ring time exceeds it polls group 1 again. I hope I have missed something as this is extremely useful as a feature for overflowing calls.

 

[AndyC]

I just realised someone else asked this very question moments before I did, apologies for the double post. I have tested further and using the non skill based hunt by 3 prioritized it does continue to poll the next agents in the list after the top agents have exceeded the ring time but stops polling the top agents. My requirement is to ring the most experienced staff first and if there is no answer after a set duration additionally ring other staff. We currently have multiple queues configured as destinations if no answer but it has affected the ability to get meaningful stats and I was hoping this would be the perfect replacement.

 

[NicholasP_3CX]

The key word here is "additionally". This is not possible.

It will ring skill set number 1 until these agents are in a call or logged out. If this requirement is fulfilled then it will go to the 2nd skill set.

 

[AndyC]

Thanks for clarifying that, it's a shame as I thought it would be an answer to the multiple queues we currently have. Is it something that could be implemented in future or is it an unavoidable limitation?

 

[NicholasP_3CX]

The logic is to always gravitate towards the most skilled (or 1st level staf) and if they actually arent available (not answering their phones doesnt technically make them unavailable) it will then move on to the next skill set.

In the future anything is possible, but to my knowledge, no plans to implement this.