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Old 04-11-2016, 11:45 AM
hall239 hall239 is offline
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Default Configuration - Longest Waiting rep to get call

We have reps who have anywhere from 4-15 skills assigned to them. Most are setup as Level 1 for all. Like I said 'Most'.
The problem I am running into is; The rep who is sitting available the longest does not always get the call first. What settings need to be changed to ensure this happens?

Let me know if it is through CMS Supervisor, or through the backend administration please, as if it is through the backend, I will need to engage another person.

We are using CMS Supervisor R17.

Any help would be greatly appreciated.
Thanks
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