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
Solved! Go to 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.
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.
Thank you mjhavanas !!!
Best regards!!!