ICM scripting clarification, assigning priorities to skill groups or agents

Version 1
    This document was generated from CDN thread

    Created by: Krishna Pradeep on 15-11-2011 12:57:57 PM
    Hi
     
    I have a scenario as mentioned below would like to know if this can be implemented
     
    With new client Total Defense, we are unifying all teams on the Consumer segment. With reference to this unification, we would like to know if the following can be done:
     
    1.       Remove all priorities set at the Queue/SG level, so that the call which lands first, gets served first.
     
    2.       Assign priorities at Agent level, so that we decide which agent gets which call.
     
     
    Basic Clarification is assigning priority at the Skillgroup level or Agent level for a Queue is recommended by Cisco.