Skill Group Priority

[harsh.rohit]

Hi

There is one requirement from one of the client in our IPCC setup ver. 7.5.

If an agent has two skills lets say A and B. And in queue he is only agent available.
Let say call comes for both skills, and agent has priority of A.
Then call with skill A should be picked by agent first.

Please let me know how to configure this.

Thanks & Regards,
Rohit

Sent from Cisco Technical Support iPhone App

[david.macias]

Not really possible out of the box as ICM doesn't "know" that the logged in agent has both skills A and B so it can't decide to push a specific priority. How about this? If you have 5 skill A, B, C, D, E, choose which calls are most important and assign a priority to them always like A=2, B=3, C=4, etc. This way calls will always be prioritized and answered in a specific order.

david

[harsh.rohit]

Thanks David...

Will try and let u know how it goes...

Rohit

Sent from Cisco Technical Support iPhone App