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.