Agent Selection Rule

This block routes call traffic based on skill weighting, if it is implemented in your contact center.

For more information on assigning skills to agents, see the CCaaS Tenant Administrator Help.

Properties	Values	Description
Rule	Skill Neutral	Route the call to the agent with the longest time in stage.
	Least Skilled	Route the call to the available agent with the highest number assigned to this skill.
	Most Skilled	Route the call to the available agent with the lowest number assigned to this skill.

In the skill definition, the skill should be defined either to enable weighting or not. Upon enabling weighting, the administrator may then set the weights as needed.

Note If no weight is specified for a particular agent, the weight is assumed to be 0.

The call object contains another field agent selection rule that can be set to most skilled, least skilled or skill neutral.

Skill weight is considered by the Call Matcher (CMS) only if the CMS is doing agent selection (call comes in, agent must be chosen to answer the call). It is not relevant to call selection (calls waiting, agent becomes available, choose call).

CMS first considers the pool of agents for which all required skills are met. If none of the skills are enabled for weighting, or if the skill neutral flag is set on the call object, CMS routes the call to the agent with the longest time in stage.

If one of the skills is configured for weighting, then the CMS selects the agent with the lowest number (for the most skilled flag in call object) or the agent with the highest number (for the least skilled flag in call object). If there is more than one agent with the same number, then the secondary criteria is load, and the third criteria is longest time in stage.

If more than one of the skills is configured for weighting, then the CMS sums the agents' individual skill weights (the sum is only for skills which are present in the call requirements) to create a skill score, and then proceeds to choose either the most skilled (lowest score) or least skilled (highest score) agent.