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how to manage queue in live experience so that an associate should not be idle for a longer time?

in Fusion Service 2 comments

Summary:

how to manage queue in live experience so that an associate should not be idle for a longer time?

When Shared queue is enable in a team (so all the available associates are presented the engagement) even if a particular associate has more skill value than the other associate in the team as the engagement is presented to all the associate having lower skill value can also accept the call before the associate having higher skill value?

Content (required):

In a team of 3 associate having skills of English and skill value as 7,4,2 respectively so when the end user tried to make the call to associate having skill as English the skill value of 7 associate first gets the call and answer it and after he cuts the call there is a new end user who wants to connect with skills english associate so it gets directed to associate skill value 7 and like this it happen all day and at the end of day associate having skill value of 4,2 remains idle as they had a

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