You would use skills for that (priority is a weighting for interactions, skills is a weighting for agents).

There is a checkbox on the ACD tab under "options" called "Use Available time in skills calculation" on each workgroup.  If you uncheck this, the system will only use available time as a tiebreaker between agents with the same skill proficiency.

So, you'd specify the skill for the interaction in your IVR and have your agents configured with the skill in the target workgroup.  The higher proficiency in that skill, the agent would be offered the calls first assuming they are available.

The proficiency value in the skill adds to the agent score, so the higher this value is, the closer to the "front" you are moving the agent, and the lower it is, the closer to the "back" you are moving the agent.  I know this is opposite of a lot of other systems, but it directly relates to how agent score is calculated in the system.

Hope that helps.

Hi Aaron, 

I'm trying to do the same. I want to create a group of agents to receive primarily internal transfer (escalation calls) and also allow them to receive regular calls but put them at the bottom of the priority/proficiency so they only take calls if all other agents are interacting with clients.

I tried to follow the steps you described above but couldn't find the ACD tab. Do you mind describe the steps in more detail if possible? 

Thank you so much

Isaac Denegri

EverBank 

You would use skills for that (priority is a weighting for interactions, skills is a weighting for agents).

There is a checkbox on the ACD tab under "options" called "Use Available time in skills calculation" on each workgroup.  If you uncheck this, the system will only use available time as a tiebreaker between agents with the same skill proficiency.

So, you'd specify the skill for the interaction in your IVR and have your agents configured with the skill in the target workgroup.  The higher proficiency in that skill, the agent would be offered the calls first assuming they are available.

The proficiency value in the skill adds to the agent score, so the higher this value is, the closer to the "front" you are moving the agent, and the lower it is, the closer to the "back" you are moving the agent.  I know this is opposite of a lot of other systems, but it directly relates to how agent score is calculated in the system.

Hope that helps.

Here's the link to the exact setting in PureConnect from the Interaction Administrator help guide:

Interaction Administrator Help - Options

On the workgroup configuration in Interaction Administrator, you want to select the "ACD" tab at the top and from within that window select the "Options" category.

The "Use 'Available' Time in skills calculation" checkbox, when unchecked, makes skills the "master decider" of who gets an interaction and the system only looks at Available Time when a tiebreaker is needed between agents with the same skill proficiency in the required skills for an interaction in the workgroup.

Hi Aaron, 

I'm trying to do the same. I want to create a group of agents to receive primarily internal transfer (escalation calls) and also allow them to receive regular calls but put them at the bottom of the priority/proficiency so they only take calls if all other agents are interacting with clients.

I tried to follow the steps you described above but couldn't find the ACD tab. Do you mind describe the steps in more detail if possible? 

Thank you so much

Isaac Denegri

EverBank 

You would use skills for that (priority is a weighting for interactions, skills is a weighting for agents).

There is a checkbox on the ACD tab under "options" called "Use Available time in skills calculation" on each workgroup.  If you uncheck this, the system will only use available time as a tiebreaker between agents with the same skill proficiency.

So, you'd specify the skill for the interaction in your IVR and have your agents configured with the skill in the target workgroup.  The higher proficiency in that skill, the agent would be offered the calls first assuming they are available.

The proficiency value in the skill adds to the agent score, so the higher this value is, the closer to the "front" you are moving the agent, and the lower it is, the closer to the "back" you are moving the agent.  I know this is opposite of a lot of other systems, but it directly relates to how agent score is calculated in the system.

Hope that helps.