If my PQ uses Most Skilled Agent as the Agent Order and there is more than 1 agent having the same agent proficiency total, what is used for the tiebreaker to select the correct agent?
a) i remember in the skilled group routing it will use alphabetical order of the agent ID?
b) will it use longest available agent as the next criteria?
c) will it randomly choose the next agent?
Solved! Go to Solution.
If two or more agents have equal competency level, then the selection automatically defaults to Longest Available selection criteria.
For your reference, I have attached the CCX Administration Guide as well. Start looking from page number 210, section - "Resource Pool Selection Criteria: Skills and Groups"
I've never heard of this: a) i remember in the skilled group routing it will use alphabetical order of the agent ID?
Yes, LAA is the next metric used as Deepak said.