We have a Cisco IPCC Express environment with two queues ("REQUESTS" and "TROUBLES"). In case of, for instance, a great trouble in the customer network (loss of the e-mail service), most of people will call to the Troubles service, so the customer would like to forward some agents to take calls of this queue.
So, we need to dinamically distribute the agents between several queues. Is this possible? Thank you very much.
There is a System Parameter that you can adjust to allow this. Supervisor Access to Teams will allow the supervisor to see the RmCm Configuration within /appadmin. The supervisor can then modify the skill assignments on the agents.