CXone Agent Proficiency Not Being Honored in Skill Routing

Question

We are currently working with RingCentral support on what appears to be an issue with agent proficiency not being properly honored within skill routing, and I wanted to post here to see if any other customers are experiencing similar behavior.

Our environment relies heavily on proficiency-based routing to control the order in which agents receive calls within a skill. The expectation is that agents with higher proficiency should consistently be prioritized when available.

However, we have observed multiple instances where:

• Agents with lower proficiency values receive calls before agents with higher proficiency values
• Agents who have been available significantly longer are bypassed
• Call distribution appears inconsistent with the configured proficiency order

This behavior has been observed across multiple skills and appears intermittent, which has made troubleshooting difficult.

Operationally this has a real impact for us because:

• Some agents receive significantly fewer calls
• Sales reps rely on call volume for their compensation
• It creates confusion for supervisors who expect proficiency settings to control distribution

RingCentral support has confirmed the issue is currently being investigated, but I wanted to ask the community:

Has anyone else experienced proficiency routing behaving inconsistently or not honoring the configured order?

If so, it would be helpful to understand:

• Whether the issue is recent or long-standing
• Whether it occurs in ACD routing only or also in dialer campaigns
• Any temporary workarounds you may have implemented

We are currently trying to avoid implementing a major routing redesign while the issue is under investigation.

Appreciate any insight from others running into similar behavior.

drewvance · Answer

We had an issue where higher-proficiency agents were being skipped, even though they were showing as Available. Calls were routing to lower-proficiency agents instead.After escalation to RingCentral/NICE and CXone R&D, the likely cause was identified as an outbound dialer placeholder / sync issue. Even though the affected agents looked available in the agent state logs, the system was briefly matching them to outbound placeholder contacts. That made them unavailable for inbound routing for a short period of time, which caused inbound calls to skip them.The fix that appeared to resolve it was:Open the affected outbound dialer skill/configuration.Enable priority-based blending.Save the change.Stop and restart the outbound skill.Allow a few minutes for the system to resync.Reapply or retest agent proficiency on the inbound skills.After doing this, inbound routing started behaving correctly again for us.The important thing we learned is that this may look like inbound proficiency routing is broken, but the actual issue may be an outbound placeholder or blending sync issue affecting whether agents are truly routable.

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