Hi All,
I'm using All Skills matching but Agents are getting contacts regardless of their assigned skill.
1. Queue QA routing set to All Skills Matching
2. Agent X assigned to queue QA and skill SKA.
3. Email Transfer ACD Queue QA with skill SKB
4. Email routed to Agent X
I would not expect Agent X to receive email as they do not have skill SKB.
Anyone know what's going on here?
Regards.
Francis.
#ArchitectureandDesign------------------------------
Francis Hoang
TeleApps Services Pty Ltd
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