I am sure this has been answered before but I couldn't find it in Cisco
documentation or the VOIP Archives.  We have a call center that uses
both "longest available" and "Least Skilled" resource pool selection
models in our CSQs / skills.  If I have an agent that is setup in a
skill(s) for both methods, and calls in queue for each, how does IPCC
decide which skill to send the call to, since they are using different
models?

Thanks,

Neil

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It will be the least skilled AND longest available... my guess is
skill is weighted higher...

For example, two agents, both in ready... one has skill 1 and avail
for 1 min, the other skill 2 for two mins...

I would bet that the one with skill 1 gets the call



Jonathan

On 6/22/07, Neil Russell <NRussell@goamp.com> wrote:
> I am sure this has been answered before but I couldn't find it in Cisco
> documentation or the VOIP Archives.  We have a call center that uses
> both "longest available" and "Least Skilled" resource pool selection
> models in our CSQs / skills.  If I have an agent that is setup in a
> skill(s) for both methods, and calls in queue for each, how does IPCC
> decide which skill to send the call to, since they are using different
> models?
>
> Thanks,
>
> Neil
>
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>

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