Genesys Cloud - Main

Good morning,

I have set the skills within the inbound call flow - I can see on the interactions that the correct skill is pulling through.

However, when testing with myself as the only person on the queue, I am still being alerted to answer the call - but I've purposefully not given myself the assigned skill to answer the call.

On the queue, I have 'Standard Routing - All Skills Matching' selected.

I have even tried testing with another person on the queue with the required skill and I've still received the call first.

Any ideas what's going on or what I'm doing wrong?

Many thanks,

#Routing(ACD/IVR)

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Nicholas Squires
Motor Insurers' Bureau
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Misnomer here.  All Skills Matching uses the most idle, which is actually the time since last alert of an ACD call, to determine the next agent and then uses skills as a tie-breaker.  If you want it to determine skills, you need Best Available Skills. If you look at the interaction details through the API for the conversation, you will see that it does not even score the agent with All Skills.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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