shawneec1 wrote:
so if my csq are set up with most skilled (both are set this way) and my agents are skilled for both queues but are skilled with different competency then it does not matter what the longest queue time is it will send the call based on who has the most competency?
A common point of confusion is determining which caller is next in line and which agent is next available to service them. Some people think of these as exclusivley the same thing, and they are not. They are two separate routing algorythms, and as you'll see in a moment, one can be changed, and the other cannot.
Which Caller Is Next?
Think of the line (or queue) at the bank. You have a line that the customers stand in, and this is First In First Out (FIFO). So the person who has been waiting the longest, is in the front of the line. Notice on every CSQ configuration page that FIFO is the selected distribution for callers and cannot be changed. This is your confirmation that the system selects the old call first. FIFO. Cannot be changed.
Which Agent Is Next? (Assuming Skills Based Routing versus Resource Group)
When there is more than one Agent available to service the caller, the skills pertaining to the CSQ (in your case there's only one), are checked for minimums first, and then any Agent still available is ranked (because you have Most Skilled) in order of their skill level. The top ranked Agent will then be given the call. Using the bank analogy, this is like two tellers becoming available at the same time and waving the customer over. The most skilled teller will win, and the newbie teller will take the next person.
shawneec1 wrote:
I thought the only way to prioritize what calls go frist is by setting the set priority step in the script.
That is correct. It is the scripting that sets the priority of the caller (not the agent, nor the queue), and is done exclusively with the Set Priority step. You should know that, because it's the priority of the caller being changed, it follows them around from subflow to subflow, and from transfer to transfer. So while you may not see a Set Priority step in the immediate script, it could be in a leading script.
Your problem seems to be a priorty based problem, and the quickest way to rule out priorities is to run a CSQ by priority report, and just see if anything has a priority other than 1. 1 being the default. If it does, then yes, you are using priorities somewhere, and just need to find them. Howeber, if it does not, then it sounds like you have a defect on your hands.
Good luck, and happy debugging!
Anthony Holloway
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