UCCX 9 - Mostk Skilled agents

[Miquel Bover]

Hello team!!

I have a UCCX 9 with Resource Selecion criteria as Most Skilled, and I have a question:

When there are more than one "Ready" agent, and this agents have the same competence level, at which agent will be routed the call?

Thank you

[mjhavanas · Accepted solution]

If using "Most Skilled" routing and two agents match competency level it will default to "Longest Available". Covered on page 113 of the latest 9.0.2 administration guide.

[Miquel Bover]

Thank you mjhavanas !!!

Best regards!!!