Call priority for agent in 2 different CSQs

[danielmak]

Hello,

I need some help to undestand how priority works in this scenario.

we have agents asigned to multiple CSQs

We receive a call for CSQ1, the call is queued because there are no available agents.

10 seconds later we receive a call for CSQ2 which is also placed in queue (no available agents)

Agent1 becomes available (his skills are 2 for CSQ1 and 4 for CSQ2).

We are currently seeing he receives the first call because its being longer in queue. Is this the correct behaviour?

Is it possible to prioritize the calls based on skill level so he receives the second call (the call for CSQ2) which suits better for his skill levels?

[Jonathan Schulenberg · Accepted solution]

Skill competency ratings control which agent a call is offered to first when more than one is in a ready state. They have no influence over which call is offered first if there are multiple waiting and a single agent goes ready. You can prioritize some calls over others using the Set Contact Priority step in the IVR. Be careful though as it’s a strict priority. You can starve lower priority calls of ever being answered if there are always enough higher priority calls to keep agents busy. For example, if a priority one call (lower number is lower priority) has been waiting an hour and a priority two call just entered the queue the second call will be offered to the next agent to go ready.