I need some help to change the Call Priority for the one Agent. We have 2 options for Language Selection English& Arabic. If the Caller chooses English, then Agent Ext 1018 should have the least priority to receive that call, total number of Agnets are 5.
How is the agent selection criteria defined for the CSQ? If you define that as "most skilled" then agents with lower skill ratings won't get a call if a higher skilled agent is available. Bear in mind that if there is only one agent available with the required skill(s), that agent will always get the call. Any of the agent selection criteria is a tie breaker for when multiple agents are available.