Genesys Cloud - Main

Hello,

Building and testing a campaign that relies on agents have skills, and importantly, takes their star rating into consideration.

2 campaigns, each with a different skill, each uses a shared queue. Agents have either 0 or 5 stars for each skill. The routing method on the queue is Best Available Skills. Dynamic sorting by Skill column is turned on.

Agents then take Preview campaign calls from each campaign - but the problem is that the star ratings are not having any effect. Agents are taking calls from both campaigns in random order - where they should be getting their 5 start skill type first, before moving onto lower star rating skill types.

Any ideas?

Thanks!