Use Skill Level to deliver calls to the highest, that is, the primary skill of an agent.
The following tables describe how Communication Manager selects calls when the call selection method is Skill Level.
Table 1: Skill Level without SO
Skill number |
Skill level |
PWT in seconds |
1 |
1 |
45 |
2 |
1 |
90 |
3 |
2 |
50 |
Communication Manager selects the call for Skill 2 because the call has the longest wait time and requires the primary skill of an agent.
Table 2: Skill Level with SO
Skill number |
Skill level |
SO in seconds |
PWT in seconds |
1 |
1 |
20 |
45 |
2 |
1 |
45 |
90 |
3 |
2 |
20 |
50 |
Communication Manager checks the primary skill first. As the call to Skill 3 requires a secondary skill, the agent does not receive calls to Skill 3.
Communication Manager checks the ratio of PWT to SO for each call and selects the call with the highest ratio.
The call to Skill 1 has the highest ratio of PWT to SO. Therefore, the agent receives the call to Skill 1.
