Overview
A Call Center Queue or a Queue is a destination for Inbound calls. Inbound calls go through Queues before going to Agents.
In the Call Center Queue Agent Skills tab, you can prioritize your Agents to ensure that some pick up more often than others. This is useful if you wish to ease new Agents into the dialer.
Contents:
Editing Agent Skills Tab
1.) Click the Call Center main menu.
2.) Click the Call Center Queues menu option.
The Show Queues page will open.
3.) Click the Queue's Name or Settings in the Action gear-wheel drop-down to open the Queue Settings.
The Queue Settings page will open on the Main tab.
4.) Click the Agent Skills tab.
5.) Select Only users assigned to this queue in the Filter By drop-down.
- This will ensure that you are only adjusting skill levels for the Agents that can access this Queue.
6.) Click the green search button.
7.) Configure the Agent's priority:
- Skill: Available skill levels are -9 to 9. The lower the Skill level, the fewer calls the Agent will receive.
- Weight: Available weight levels are -9 to 9. For Agents with the same Skill Level, the system will check their Weight and route based on the higher weight.
8.) Click the Apply Changes button.
Adjust Call Routing Method
When implementing Agent Skills for a Queue, you must adjust the Call Routing Method to use Agent Skills.
1.) Click the Call Routing tab. (Refer to steps 1-3 in the section above to access Queue Settings.)
2.) Select Agent Queue Skills from the Call Routing Method drop-down.
3.) Scroll down and click the blue Apply Changes button.