Hi,

If an agent is assigned to two different queues and skills, queue 'A' and queue 'B', with more priority for skill 'A' than 'B', and waits longer in queue 'B',

will an incoming interaction for queue 'A' be routed to this agent first?

Or will an incoming interaction for queue 'B' be routed to this agent, even though it is later than the 'A' interaction?

Hi Jeong,

afaik, only call priority and waiting time determine, which call is handled first. Skill-Level in opposite determines, which of aviable agents is prioritized taking a call, if aviable (if using Best Available Skills). 

Best regards
Christoph

Hi,

If an agent is assigned to two different queues and skills, queue 'A' and queue 'B', with more priority for skill 'A' than 'B', and waits longer in queue 'B',

will an incoming interaction for queue 'A' be routed to this agent first?

Or will an incoming interaction for queue 'B' be routed to this agent, even though it is later than the 'A' interaction?

Hi,

Just adding for clarity that when choosing an interaction to give to an Agent, Genesys Cloud simply looks at a list of all eligible interactions (that the agent is appropriately skilled for, taking into account queue configurations like Bullseye, Preferred Agent etc.) across all queues they are active in and then selects the "best" interaction from that merged list. Whether all the interactions are in one queue or spread out across multiple shouldn't make much difference.

Hi Jeong,

afaik, only call priority and waiting time determine, which call is handled first. Skill-Level in opposite determines, which of aviable agents is prioritized taking a call, if aviable (if using Best Available Skills). 

Best regards
Christoph

Hi,

If an agent is assigned to two different queues and skills, queue 'A' and queue 'B', with more priority for skill 'A' than 'B', and waits longer in queue 'B',

will an incoming interaction for queue 'A' be routed to this agent first?

Or will an incoming interaction for queue 'B' be routed to this agent, even though it is later than the 'A' interaction?

Hi,

I wanted to add that all of this only comes into play when there are no calls holding and the IVR is deciding who to give the call to and multiple agents are available. 

My understanding and observation is that once there are calls holding, when the agent becomes available, they are going to receive whatever call has been holding the longest (w/priority calc) of all the interactions the agent is queue/skilled for, regardless of their individual skill proficiency ranking.   

Example:

Agent A is 5-STAR  for Skill_Sales and 2-STAR for Skill_Billing.

There are 2 calls holding; a Sales call or 1 min and a Billing call for 5 min. 

Agent A is going to receive the Billing Call because that call was holding longer (w/priority calc).  Even though the agent has a much higher proficiency ranking for the Sales call, the agent will still get whatever is the longest interaction waiting.  

Hi,

Just adding for clarity that when choosing an interaction to give to an Agent, Genesys Cloud simply looks at a list of all eligible interactions (that the agent is appropriately skilled for, taking into account queue configurations like Bullseye, Preferred Agent etc.) across all queues they are active in and then selects the "best" interaction from that merged list. Whether all the interactions are in one queue or spread out across multiple shouldn't make much difference.

Hi Jeong,

afaik, only call priority and waiting time determine, which call is handled first. Skill-Level in opposite determines, which of aviable agents is prioritized taking a call, if aviable (if using Best Available Skills). 

Best regards
Christoph

Hi,

If an agent is assigned to two different queues and skills, queue 'A' and queue 'B', with more priority for skill 'A' than 'B', and waits longer in queue 'B',

will an incoming interaction for queue 'A' be routed to this agent first?

Or will an incoming interaction for queue 'B' be routed to this agent, even though it is later than the 'A' interaction?