I had a great customer of ours send me this question.
"Can you please tell me broadly the logic / rules on what factors and how they are taken into account when a call/contact is given to an agent? Is it simply that the agent with the highest proficiency and the longest wait time in a skill gets the first call in the queue for that skill? Or are there other factors too like trying to equalize the no. of calls given to an agent in a period of time etc."
And here is my answer:
He is correct about how the calls are delivered and for clarification we are not attempting to equalize the number of contacts given to agents.
If both agents have the same Skill Proficiency than the agent that has been in an available state the longest will get the contact delivered to them.
If Agent A has a higher Skill Proficiency and is available they will take the contact over Agent B even if Agent B has been in an available state for a longer time.
There is another factor to consider, Skill Priority. You can set a skill to have a higher initial priority or you can set a skill to escalate faster by changing its acceleration. This can cause contacts to jump ahead of others. However, it will follow the sames rules as I mentioned above to deliver to the agent.
Message Edited by TimHarris on 01-05-2009 03:11 PM
