06-22-2010 12:33 PM - edited 03-14-2019 05:55 AM
I have this scenario and am looking for input on how to approach this.
- Agents have multiple skillsets
- Agents need to answer call from their primary skillset. Example: Agent is assiged to answer call from queue A. On a slow day, agent is assigned to queue B. But agent priority is to answer queue A first if there are both calls type waiting in the queue even when call in queue B is holding longer.
What is the best approach on this solution.
Thanks.
Dat Pham
06-22-2010 12:48 PM
What product/version? This forum covers Enterprise and Express; the answer is usually different.
If express, this is not possible. Callers - not agents - are prioritized in a CSQ. If the agent is skilled in multiple CSQs, they will receive the longest waiting contact of the highest priority across all CSQs.
06-22-2010 12:50 PM
This is on Contact Center Express 7.0.
Thanks.
Dat Pham
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