Agent Proficiency

[mhermosa]

Hello,

New to Cisco.  Would like to know from an Agent Proficiency, is 1 the highest and 10 the lowest? or the other way around? Also, is it based on the longest call? Hopefully someone can help me.

Thank you!!

[bill.king1]

You'll want to check out the Scripting and Routing Guide, because depending on how it is set up, a lower number for the agent doesn't necessarily mean that that agent gets the call. Here's the URL for it for instance.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_scripting-and-media-routing-guide1.html

[PaulEgan96156]

There are 3 days to deliver calls, either longest available agent, most skileld agent or least skilled agent. LAA you probably know.

If you use Most Skilled Agent then we look at all available agents and choose the agent who has the highest attributes as defined in the precision queue step. Least Skilled Agent is the opposite.

So if agents have just one attribute named 'proficiency' and you use 'Most Skilled' then it'll look for the 10s and then the 9s and so on until it finds an agent.