Single agent in multiple skills groups

[iptuser55]

I have issue whereby lots of calls are queuing out of a precision q however if I look at real time data via the script editor of can see 20 agents logged in, 12 ready, 4 Wrap up and say 4 NR but the  calls are still queuing. The agent is assigned to say script A, skill grp/ precision q A and is in script B skill grp/ precision q B so I'm wondering if that they are taking calls in the other script B in a different queue group but the real time data monitor in the script editor shows him  ready state because he is not seen to be taking  in script A which the real time monitor is looking at?

Thanks 

[geoff]

Dealing with Precision Routing can be a huge issue.

What you need to do is run pqtree.com from the icm\bin and see that the number of agents available at each step is what you think it should be. This tool talks to the Router memory so it's probably best to run it on the Router (not a requirement) but remember to close it as soon as you are done.

Regards,

Geoff