how сhoose agent with maximum skill value

[Pioneer]

I have a task to choose agents with the maximum value. Example: There is a free Agent1, have SkillTest = 5, and free Agent2, have SkillTest = 1. URS at first always should choose Agnet1.

There are any ideas?

[cavagnaro]

The idea is more skilled agent means more trained. If you want to choose the less trained then Skill("X")>=5 or Skill("X")=5, use logical expressions.

[kubikle]

Option 1. use target selectopn object with with target SkillTest=1, followed with second targte selection object with target SkillTest=2, followed with target SkillTest=3 etc.

Option 2. use target selection object with target like SkillText>0 and as selection criteria (statistic) the variable with content (SkillTest) and check box to select Min.

Note. In any case agents will lower skill probably will be overloaded compared to agents with higher skills. 

[Dionysis]

There is a documented way to deliver calls to the highest skill level (Option2 above).

However it does not work quite how you'd expect.

If you have 2 agents with the same skill level the call is delivered to a random agent, not the agent who has been waiting the longest.  The only way to target longest waiting, and highest skill level, is to use option 1 above.  Or, use the service level routing block in IRD, however this only gives you 3 skill levels to use (low, medium, high).

[cavagnaro]

Ahh...he means that both are already inside the logical expression...
Well as Dionysis says, those are the options...unless you make a prevalidation via stats asking how many agents of each skill are free and then target them otherwise target lower skills. UData function will do the job but will have to be tested and be tight to skills modification...

[kubikle]

selection criteria iin forms of skill like '(SkillTest)' is just one of simplest possibles and of course it doesn take into acount such thing like agent time in ready state etc. Mor complex skill/statistic expressions as selection criterie need to be used in this case. Skill/statistic expression os arbitrary expressils from skills and statistics where statistic are used in form $(StatisticName). Expressions should be in round brackets.
Try something like: (SkillTest * 1000 - $(StatTimeInReadyState)).

[kubikle]

Sorry, previous my post was abour slecting agent with minimal skill. To seect agent with maximum skill and among those with the same skill level the one having max StatTimeInReadyState something like this should be used:
(SkillTest * 1000 + $(StatTimeInReadyState)) , selection criteria Max.

[cavagnaro]

Ahh that is quite interesting...from where did you get that???

[René]

Hi Cav,

You can find details in Pseudo Statistics chapter of the Universal Routing Reference Manual document.

R.

[kubikle]

Just in case, the similar topic already exist on the forum, make search of "Retreive targeted agent skill" for example

[cavagnaro]

Great! Thanks, will read it completely