06-28-2013 03:33 AM - edited 03-14-2019 11:58 AM
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.
06-28-2013 10:35 AM
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.
06-28-2013 10:35 AM
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.
06-28-2013 05:15 PM
Thank you mjhavanas !!!
Best regards!!!
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