Have a Queue where Routing Method = Standard ACD and Evaluation Method = All Skills matching.
The main IVR flow for this customer has several branches associated to different kind of requests and incoming calls enable clients to select which one of the services they need to access (before being transfered by means of a "Transfer to ACD"Block in the IVR flow).
Before yesterday no Skills were managed and of course nothing was configured regarding Skills for Agents and in each of the branches of the IVR flow that includes a "Transfer to ACD" block.
In these blocks we were using a Routing Priority associated to each of the branches (services) to have some calls routed to agents before others coming from the IVR flow which are less important for our customer.
All this was working fine,
As soon we configured eight Skills. allocated all the Skills for all agents, and manage a specific "ACD Skill" for each of the branches of the IVR flow in the "Transfer to ACD" block, keeping the Routing Priority previously managed, no problems seemed to appear. In this particular configuration all agents have all skills allocated, and managed each skill in each agent with 3 stars weight.
Then the customer asked us to have one of the agents with only one Skill allocated (instead of having all Skills allocated to this agent). The customer wanted to verify if this agent (with only "Skill_1" managed) would receive calls coming from the IVR flow branch which has the "Transfer to ACD" block managed with the "ACD Skill"="Skill_1", and no calls routed to this agent for calls coming from other branches where "Transfer to ACD" blocks have different "ACD Skills" allocated (the remaining seven Skills configured).
The fact is that this particular agent with "Skill_1" (with five stars weight), kept receiving any kind of calls coming from other IVR Flow branches or what is the same, calls with other ACD Skill configured in the IVR Flow.
Seems this is is a weired behavor.
Can anyone help me to understand why this is not working as expected?
Thanks
#Routing(ACD/IVR)------------------------------
Jorge Negri
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