Hi,

if a queue has standard routing set and best available skills, but the agents do not have skills set for this queue, my question is how is the call distributed, we have had a query about an agent that is not getting as many calls as her colleagues despite being idle in queue longer than some others...thoughts?
#Routing(ACD/IVR)

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Jason Beney
Bedfordshire Pilgrim Housing Association
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So you can have a queue set for Standard ACD & Best Available skills, and then not use skills with the call flow.  In that case, this logic will apply:

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Note, this organization setting that might be affected her if it is set to ON- https://help.mypurecloud.com/articles/reset-an-agents-routing-score-after-presence-changes/ 

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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
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Original Message:
Sent: 07-23-2021 04:46
From: Jason Beney
Subject: Skills based routing

Hi,

if a queue has standard routing set and best available skills, but the agents do not have skills set for this queue, my question is how is the call distributed, we have had a query about an agent that is not getting as many calls as her colleagues despite being idle in queue longer than some others...thoughts?
#Routing(ACD/IVR)

------------------------------
Jason Beney
Bedfordshire Pilgrim Housing Association
------------------------------