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UCCX 9 - Mostk Skilled agents

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

1 ACCEPTED SOLUTION

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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.

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Beginner

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.

View solution in original post

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Thank you mjhavanas !!!

Best regards!!!

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