Hi
I think I am having a moment and just cannot wrap my head around the best way to utilize skills to route to the most appropriate agent.
I have a queue with 5 agents. 2 of which are the primary for that queue and I have them set with the skill and a 5-star proficiency. The other members also have the skill with 3-star proficiency. I have also added the skill name in Architect - Transfer to ACD in the routing section I added the ACD Skill.
So - my question is what is the best method to ensure the primary reps are getting priority? Best Available skills and standard routing doesn't seem to be the answer.
When I look at bullseye and try to follow the help articles I am lost. I cannot figure out if this is the best option and how to set it up to ensure the above happens but also that calls do not just get stuck in queue if other reps with skill are available. Any suggestions or advice is appreciated.
#Routing(ACD/IVR)------------------------------
Julie Green
Sentinel Benefits & Financial Group
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