I have a pretty good firm grasp on how Competence Levels work for inbound calling CSQ's however, I am a little fuzzy on how this would work (if it even is a thing) for E-mail CSQs. The desired affect is if Agent A has E-mail CSQ1 @ level 10 and E-mail CSQ2 @ level 1 that Agent A would only receive e-mails from E-mail CSQ1 and not from E-mail CSQ2 unless there are no more waiting in CSQ1 then would be handed an e-mail from CSQ2. This is the desired outcome but how I have it configured now, it does not seem to be functioning this way.
I already have the E-mail CSQ's setting of "Resource Selection Criteria" set to "Most Skilled".
I am having difficulties getting some clarity from the Release Notes/Admin guides, so if anyone has come across something like this, I would greatly appreciate it. If the system can not function that way, that is fine so any clarification on how the competence levels work for e-mail CSQs would be appreciated as well.
