We just had a case of a French-language call being routed to English-only speaking agents. This was unexpected. Even more so, because the call went through three agents that didn't answer within the 12 seconds, and was only answered by the fourth agent. We use the Standard Routing with Best Available Skills evaluation. Our agents have regular skills and language skills. In this case, no French speaking agent was available.
Does Best Available Skills mean that the language requirement is dropped if there is no agent available? The documentation is not specific on this (https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/) as it just mentions skills. I think the language is not disregarded, so maybe a glitch...
EDIT: I found this note after posting, so looks like this is a glitch
"Language skills are evaluated separately from regular skills. A queue’s skill evaluation method applies only to regular non-language routing skills."
#Routing(ACD/IVR)
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Sven Schiller
Kognitiv
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