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-   -   Skill reduction does not work after change skill (http://support.avaya.com/forums/showthread.php?t=11153)

bennylu 03-20-2016 05:21 PM

Skill reduction does not work after change skill
 
Working fine: Set skill on an topic then add skill reduction in the task flow

Not working: add a condition to check whether there is any sign-on agent with the highest required skill. If no one, change the skill to medium level to avoid extra waiting time but the skill is not longer reduced. Add another skill reduction behind 'change skill' but still no luck.

kruegerb 03-21-2016 01:22 AM

How did you try to reduce the skills? Which syntax? Can you attach the task flow?

bennylu 03-21-2016 05:00 PM

1 Attachment(s)
The attached sample is a topic calling from Sydney so skill SYD is set to 80. The skill SYD of Sydney local agents are set to 100. The Skill SYD of Melbourne agents are set to 55 and Brisbane agents are set to 40. The idea is calls will wait for available Sydney agents for certain seconds, then overflow to Sydney & Melbourne, then finally to all three sites.This works fine.

I want to add another logic to check whether there is any sign-on agent in Sydney. If no one, I want to reduce the skill to 55 so it can ring available Melbourne agent without waiting. This works fine.

I hope the skill can still be reduced during waiting so finally it will ring Brisbane agents too. This does not work.


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