Agent priority

Assigning agent priority

When you add agents to Contact Center you assign them a priority that represents their level of qualification. The priority can be used to determine which of your agents receives an incoming call. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10.

 

NOTE: Agent priority is available only for Call Center Basic. Dynamic Agent Priority is available on Contact Center for the Business Communications Manager (BCM).

 

Dynamic Agent Priority

You assign Dynamic Agent Priority when you assign the agent to a skillset. With Dynamic Agent Priority an agent can have a different priority depending on which skillset the agent is logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset.