Agent Skill Level VS Availability Time

[Campfire]

Hi,

If I have 2 agents:

Agent 1 : Language 1 Skill Level 9
Language 2 skill level 1

Agent 2 : Language 1 skill level 1
Language 2 skill level 9

When a call arrives will it select agent based on his skill level or his availability time?

Where in Strategy we configure this?

Please advice.

[Dionysis]

As with all questions, the answer is.... It depends.

By default, ready time.  There is no way to easily configure routing based on skill level, it's something that has to be designed and built.  The simplest way is to have cascading target blocks, targeting a short amount of time for each skill level until the call is answered.  However while this is the easiest, it's also the ugliest. 

[Raja Sekhar]

Hi Suresh,

It completely depends on the requirement.

If the agents belong to same Agent group, then the statistical type selected inside the target block comes into the picture.

IF the target method is based on Agent group, then your question in invalid.

If target method is based on the skill, then the sequence of skill defined inside the target block comes into the picture.If you define the agent 1 set of skills set in first and followed by agent 2 set of skills, then the priority will given to the first and call parks to agent 1 if he s available else checks for agent 2.if both the agents are busy then URS keeps checking agent availiblity in the above mentioned order frequently.