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Old 12-20-2012, 09:36 AM
hsteve hsteve is offline
Join Date: Nov 2011
Posts: 3
hsteve has 10 reputation points
Default Skill and Call Priority

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.
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