Difference between rank and grade

[bghayad]

Hello;

vicibox 4.0.3, vicidial 2.8b0.5, Asterisk 1.4.44-vici, single machine, Intel(R) Xeon(R) CPU X3470 @ 2.93GHz

I need to understand the usage of the rank and grade. Can someone confirm me if I am understanding it correctly:

Rank: is to give the priority for the agent within the in-group it self. The higher rank, the higher priority (so the call will go for it).
Grade: is to give the priority for the agent between in-groups, so if agent has a rank value 1 in two in-groups, but he has grade 1 in in-group1 and grade 2 in-group2, then the agent will get the call that is existed in the in-group1.

Am correct? If not, what is the correct?

Regards
Bilal

[mflorell]

No. Ranking is absolute and Grading is a probability. Other than that they work the same.

[bghayad]

How I can have priority for the queues?
In other words, I need the call from queue 1 to go for agent 1 and not that call from queue 2 although agent 1 belongs to both queues.

Also, how this probability is working?
About that ranking, the higher value, the higher priority?

Regards
Bilal

[mflorell]

Have you read the Manager Manual?

For queue priority you use the "Queue Priority" field.

For Rank, the higher ranked available agent will receive the call first.

For Grade, the higher grade agent has a higher probability of receiving the call first, but it is not guaranteed.