| Donald Young 2005-10-24, 9:13 am |
| It seems that we are experiencing some problems with several resources
that are in the same resource group but
Also have multiple skills assigned with different competency levels.
Each CSQ is setup for most skilled and has
The appropriate skill assigned to it. Each resource has the appropriate
matching skill and calls are routing to the
Correct groups, however, my problem is trying to determine the priority
of multiple skills assigned to
One resource and how calls get assigned to them either by longest
available or most skilled routing.
My understanding is that when you are using MSR, once all resources on a
competency level are exhausted,
Then the criteria change back to longest available. It seems that some
calls are being handled differently when \
Agents who have multiple skills in there resource settings get call vs.
agents who just have 1 skill in their resource settings.
I'm sorry if this is confusing-I don't think I am explaining this too
well. Any feedback would be appreciated....
Donald H. Young
Telecom Manager
Legal Services of New Jersey
(732)572-9100 ext 257
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