| Thank you for the reply - that is what I was thinking as well. However in doing some research - I found info to indicate otherwise in a training manual from the Nortel SCCS Admin/Reporting training class. It states in regards to "Mulitple Pending Request Queue Order"
When an agent is eligible to answer calls from multiple pending request queues (skillsets), the following rules are used to find a single queue request from all skillsets that the agent qualifies for:
-Highest call priority request
-Highest skillset wait time (FIFO)
Note: Both rules are accomplished by looking at the front of each applicable pending request (skillset) queue that the agent qualifies for and comparing the values for the pending requests.
So it would appear that the multiple skillset calls waiting for an agent to become idle will be answered based on their call priority regardless of which one entered the queue first. They also have a visual example in the documentation to show how this works.
Thanks |