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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: mungus777 on January 29, 2018, 06:25:15 PM

Title: Skill Based Routing
Post by: mungus777 on January 29, 2018, 06:25:15 PM

I am trying to setup skill based routing in my system. Is there anyway to setup where there has to be a set number of agents in a skill group available before one of the will take a lower skill in their agent profile?

I have two queue groups that need to be answered but have a lot of idle time between their calls but I want to utilize them to back up the most busy queue but not take all agents away from their main skill group.

Title: Re: Skill Based Routing
Post by: ZuluAlpha on January 30, 2018, 11:50:27 AM

I don't think you can do it the way you're asking but you can have a timer on the ACD queues that involve backup agent skill groups when callers reach a certain threshold of time waiting.

In this way you could have agent 1001 have a high skill level in their primary skill group and a lower skill level (or no skill level at all) in the backup skill group that is only routed calls after callers have been waiting for 3 minutes (or whatever time you choose).