Can a skillset with the lowest priority (1) be used to prohibit a Ready agent from getting call when others with a high priority are Ready? I've been searching to find the definition of how skillets will affect the queue. A customer wants to achieve that. She was under the impression that she would not get a call unless there were no Ready agents. I explained that is not the case - it's based on who has been available the longest and I confirmed and explained the script is working as designed. Others were an 8, while she was a 6. Today I set her from a 6 to a 1.
To achieve what my customer would want, I think we'd need to create a new Skillset that only she is assigned to, and have a conditional step in the script like ReadyResources, and when that = 0, the call would route to the new CSQ, or Skillset. I don't know if that could be achieved by setting all other agent's Skillsets to 10, and the agent that would only receive calls when none of the 10s are Ready to a 1. Probably no that simple. I wonder at what point based on a low Skillet number would CCX not route the call to the agent that's been available to the longest, or maybe that won't ever happen?
Unfortunately I haven't been able to see the results today as the agent in question with the Skillset now set as 1 has not been Ready, instead Not Ready with different reasons.
