consider there are 10 Agents which are all in 5 different skill groups.
is there a posibility to always save / reserve an agent so that ( if all agent in skillgroup 1 except of one are busy ) the last agent of this skill group 1 ( which is noch busy ) will never get a call from a different skill group then skill group 1? so that this agent is kind of reserve to get a call from skill group 1 ( which is more important.
hm...does that make sence?.... sry for confusing you guys....;)
thank in advance...