We have a Cisco IPCC Express environment.
Suppose I have a script with two queues defined ("REQUESTS" and "TROUBLES"). Calls go to one queue or to another depending of the menu options that the customer marks.
Now suppose I have agents with skills in both queues (same people answer requests and troubles calls).
Is is possible to priorize the calls of one queue in relation to the calls of another queue? I mean, I want that troubles calls are attended always BEFORE requests calls.
I know I can do with in one queue, with Set Priority commands, but I don't want to use the same queue because I loss information of the service. I want to have SEPARATED QUEUES.
Is this possible?
That's exactly how the Set Priority step works. All contacts are priority one by default. If you raise the priority of a contact to a higher number, it will be offered to agents first.