Skill and Call Priority

[hsteve]

I am not sure how to ask this, as I am not skilled on the CM/CMS. Can someone tell me which takes priority on a call, the agents skill priority level (1-16) or the queue-to vector step for the call itself.

I have a vector, with vector step like so:

02 queue-to skill 1st pri h

I have an agent that has a skill in his profile that this vector will queue to, with the skill priority set to 16.

Is the call prioritized based on the parameter in the vector step or the priority assigned to the skill in the agents profile. Thanks.

[walkel]

On the full AACC (Contact Center), agent priorities only come into effect if there are idle agents....and call priorities prioritize the way the call is processed and where the call is in the queue...once it is presented, then it would look at agent priorities.

[richchandler]

With CM Elite there are two basic options. If the agent is configured with Skill-Level call handling preference on page 2 of the agent form then skill level is taken before call priority. If Greatest need is chosen then call priority is used and skill level is only used when agents are available.