Hi there,
Priority Routing - Competence Level for the agents in the skillgroups.
Priority Queuing - The Set Priority step can be used to assign a
priority (1 to 10), or increase it/decrease it. This allows for a given
Contact (eg. caller) to be given higher/lower priority than other
contacts that are in the same queue.
Please note:
The 'Set Priority,' step is not available with IPCC Express Standard.
Basic example
Skills Based Routing and Priority Queuing in one Queue.
Customer call gets queued to CSQ1 with a minimum competency level of 5 for Skill Group One and a Priority of 10.
Employee call gets queued to CSQ1 with a minimum competency level of 3 for Skill Group One and a Priority of 5.
Agents that can take Customer calls only have a Competency level of 5 for Skill group ONE.
Agents that can take both Customer and Employee calls only have a Competency level of 3 for Skill group ONE.
Regards,
Riccardo
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