Skill Based Routing RR Strategy not working as expected?

[mftIT]

Hi,

We have a Q with 5 users.
We want to have the following process:

1. User 1 receives the call (15 sec).
2. User 2 receives the call (15 sec).
3. User 3,4 or 5 receives the call, based on Round Robin or whatever (15 sec).
4. Call ends

What I've set up is a Skill Based Routing Round Robin (also tried with other Skill Based stragies) with three Skill Groups (1,2,3).
Group 1 = User 1
Group 2 = User 2
Group 3 = User 3,4,5

However this doesn't work as expected.
When we're calling in and User 1 doesn't pick up the phone (for whatever reason), it doesn't shift to User2.
What am I doing wrong?

KR,

 

[NicholasP_3CX]

The call will only be forwarded to skill set number 2 when the agent in skill set 1 is on the phone or logged out from the queue.

3CX Academy - (Advanced - Call Queues)



Speaker notes of module

It is also possible to assign different skill sets to the agents.

There are five different skill sets available. These are numbered from 1 to 5.

The skills based polling strategies are four in number. These are Ring all, Hunt random Start, Round Robin and fewest answered.

What happens with these polling strategies is the following. The PBX will poll the agents within the 1st skill set, based on the configured polling strategy. The PBX will apply this polling strategy only between these agents in the 1st polling strategy. Agents in the skill sets 2 to 5 will not be polled at this time.

Only when all the agents within the 1st skill set are busy, on a call, will the PBX move on to the next skill set and poll these agents. When all the agents of skill set 2 are in a call, the PBX will move on to skill set 3, and so on.

 

[mftIT]

Hi Nicholas,
Thanks for your extended reply.

So to put it short: at the current moment this is not possible in 3CX?
A timeout per skill set would be handy.

 

[NicholasP_3CX]

No. The design was meant to gravitate towards the higher skill (lower number). These extensions will need to either be logged out or on a call already. If their extension is ringing, they should be in a position to answer.

 

[Evolute IT]

No. The design was meant to gravitate towards the higher skill (lower number). These extensions will need to either be logged out or on a call already. If their extension is ringing, they should be in a position to answer.

That means that the skills would go from 5 to 1? Instead of going up a level if not answered?

 

[NicholasP_3CX]

@Frederick Marcoux no. That's why I specifically put (lower number). The 1st skill set is the highest level of skill. We usually say, "You're number 1!" We dont tell a person "Hey, you're number 5! You're the best at what you do!"

 

[Evolute IT]

@Frederick Marcoux no. That's why I specifically put (lower number). The 1st skill set is the highest level of skill. We usually say, "You're number 1!" We dont tell a person "Hey, you're number 5! You're the best at what you do!"

Well, in IT, we usually grade skills from 1 to 5 lol Level 1 Tech, Level 2 Tech, and on and on.

So, if I set skills (never used that feature, never needed to), I need to set my Level 1 Tech on Skill 5, then set my highest skilled tech on Level 1?

 

[NicholasP_3CX]

Well, depends who you want to answer the phone 1st.

Lets take a language as a skill.

You want the native speakers of a foreign language queue to answer the phone 1st.
Then, if they aren't available, the agents with the conversational ability
After that you will have the agents whose strong point isn't this language.

You basically order them into the order you need them to answer the phone.

 

[mftIT]

Anyhow, a timeout on a skill basis would be handy. Any chance this would ever be implemented?
I cannot put in feature requests, apparently.