Hello,
Among the settings related to a queue, there is evaluation method (All Skills Matching, Best Available skills, Disregard skill, next agent).
In my case, I have to do a language-based routing, so that the person with the highest level of proficiency should receive the interaction first.
After several tests, I found that the routing is done in a random way, the agent who has 5 stars in English does not receive the call first, so I would like to know how I should proceed so that just the best qualified agents receive the call and if they are busy, the call will be routed to other agents who speak the same language but with a slightly lower level.
I think that the evaluation method concerns only skills and not language.
Regards,
#Implementation#PlatformAdministration#Routing(ACD/IVR)------------------------------
Charaf Eddine Chemlal
Dimension Data France
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