IPCC Ent 6.0 - Intra Agent skill group priority

[David Wolgast]

IPCC Enterprise 6.0sr5, CCM4.1(3)sr2, IPQM 3.5(3)sr2

I have an agent in two skill groups (for example, CCM1.SG1 and CCM1.SG2.

CCM1.SG1 is a standard customer service group, while CCM1.SG2 is a "gold" service group. If calls are waiting in both groups and my agent becomes Ready, I want her to always get the CCM1.SG2 call. Also, the two skill groups are referenced through separate scripts, so I can't order them within a single node.

In the Avaya system I previously administered, I could, from the agent administration screen, specify priorities for each skill for that particular agent.

Any assistance is greatly appreciated!

Thanks!

[sanjeev.thallikar]

Sorry. This is not possible with ICM (IPCC). Different skill Calls cannot be prioritized for agents. The only way to make this happen is have both SG1 and SG2 calls queue through a singe node and set the priority for the SG2 calls higher. That is the only way. It is a limitation and I know that Avaya supports this but ICM has never implemented this.

So, again, the only workaround is to queue both the skill calls to queue to skillgroup node. If queue is successful, check to see what type of call this is (like check a variable that denotes "gold" or not). If gold, customer, set to higher priority. That is the only way.

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[David Wolgast]

The trouble is, the agents able to handle "Gold" calls are a small subset of the general Customer Service population. There isn't enough volume in "Gold" to make these agents exclusive to "Gold." I still need them taking regular calls. If I can only queue the calls to a single skill, I lose the ability to segregate the calls to that subset of agents.

This is a definite gap. I really do hope this is addressed at some point soon.

[sanjeev.thallikar]

You could still have them queue to multiple skills but it has to be under the same queue to skillgroup node. But then once it exits the pass connection, set the priority for Gold calls to be higher. That is the only way.

I don't know why this has never been implemented. Been working with ICM for more than 8 years now but it has never happened. So, I am not too optimistic that this will ever be implemented