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Mitel Forums => Mitel Software Applications => Topic started by: Felix on February 12, 2015, 05:35:31 AM

Title: Contact Centre Agent Skill Groups
Post by: Felix on February 12, 2015, 05:35:31 AM

Hi,

I have a site which uses skill groups with one particular group with around 20 agents. 5 of these agents have a skill level of 1 but am scratching my head wondering with these 5 agents how do the calls route. Do they route on longest idle, number or calls take etc.

I am having an issue where one of these agents seems to be getting the majority of calls but has the same skill level as 4 other agents in the same group. The agents number is the lowest number within that skill level so could be a bug

Thanks