How to be sure URS is targeting the most skilled agent within an agent group?

[jf-couture]

Hi all,

Suppose the virtual agent group "Agents_Sales_English".  Assuming the condition to be part of this agent group is something like 'Skill("Sales")>5 & Skill("English")>5', the following 2 agents meet the criteria and are part of this group.

1)John, Skill("Sales")=[b]10[/b], Skill("English")=[b]10[/b]
2)Jane, Skill("Sales")=6, Skill("English")=10

That being said, is there any way to garantee that URS will direct a call to John first, since he's the most globally qualified agent available in this group? Is there anything to configure to achieve this behavior? More generally, what is the default behavior of URS regarding agent targeting?  Finally, do we have the possibility, once we targeted an agent group, to give priority to an agent having the maximum available level for a given skill?

Thanks a lot,
Regars,
Jeff

[cavagnaro]

This is the 3rd or 4th exactly same question about this...
You should search before posting mate, many times the questions have been already answered and many useful information shared between the discussions...

Here is the same question:
http://www.sggu.com/smf/index.php/topic,7212.msg30875.html#msg30875
And here the discussion:
http://www.sggu.com/smf/index.php/topic,7142.0.html

What I searched for? "URS target skilled agent" not that hard eh?

[jf-couture]

Hi Cavagnaro,

I promise you that I DID several searches with the following expressions :

"routing priority"
"URS routing priority"
"skill based routing"

... but, unfortunately, I had not been redirected to the post you just mentioned me. So a simple reference to this post would have been sufficient, without the "You should search before..." statement...

As a newbie, I guess I'm not too familiar with the correct wording around concepts in Genesys, and I would have expected some more understanding, especially from an administrator.

Sorry for the inconvenience and thanks for your time.
Best regards,
Jeff