CHECK SKILL step conditions

Last Updated : Nov 30, 2021 |

The system administrator can check the skill queue against one of the following conditions:

  • Number of available agents is greater than the threshold value.

  • Number of calls queued for a specified priority level or higher is less than the threshold value.

  • The expected wait time is less than the threshold value.

  • The oldest call waiting in a queue at the specified priority level or higher is waiting less than the threshold value.

  • The current average speed of answer is less than the threshold value.

  • Number of logged-in agents is greater than the threshold value.

  • The expected wait time for subsequent calls in the queue is less than the threshold value after the contact center queues the current call.

The system administrator can also put a call in the queue without checking any condition.