Routing calls based on competency
Hello all, from what I am reading this is not possible so please correct me if I?m wrong because I would like to do this. We are running UCCX 4.5 integrated with CM 5.1. I will simplify the explanation to get to the point.
-We have a large number of agents that are divided by departments
-Each grouping of agents primarily serves their own department we used skills to break of departments. Example skill_1, skill_2, and skill_3
-If calls for a given department are queued for more then 2 minutes they would like the people in queue to be presented to ?all other? agents outside the primary skillset, lets call this skill ?overflow?
-The kicker is that they have several departments that are similar from a support perspective and would like to have the overflow CSQ route the calls to the next highest skill from where the call originated.
Example: A call comes in for Skill_1 and waits for 2 min?s, it is then presented to a second CSQ call overflow in which all agents have this skill associated to them. Agents with Skill_3 closely resembles agents with Skill_1 therefore if that call started in Skill_1 and went to overflow they what agents with Skill_3 to get the calls before agents with Skill_2.
-The above explanation is how it works today in Symposium, they do this by having a million different overflow CSQ?s and adding agents to these overflow CSQ?s at varying Competency levels, it?s a management nightmare
What I was wondering, is Do I have to do the same thing? I was hoping I could somehow actually use skill competency levels to achieve the same thing.
Example ? A call comes in for Skill_1, the call is only presented to agents with Competency level of 10 for 2 min?s, and if nobody becomes available the min competency level for those in Queue is lowered to 1 which should widen the queue to agents with lower competency levels.
Is this possible?