Possible to pick and choose a call from the queue? (UCCX)

Answered Question
Aug 23rd, 2010
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Hi All,




I have one main UCCX queue that outside callers are placed in and I recently created an internal queue that's only reachable by internal transfers. I'm hoping to assign higher level CSRs to this new queue and use it for escalations. I was wondering if it's possible to let these escalation CSRs view the queue and select calls to answer rather than having calls automatically routed to them.




Thanks for reading,




Gary

Correct Answer by Aaron Harrison about 6 years 8 months ago

Hi Gary


No, afraid not... callers will be served in the order determined by UCCX, which is typically FIFO. You can bump up the 'priority' of a call from within the script, but this would be based on script logic, not by the Agents cherry picking...


Regards


Aaron


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Correct Answer
Aaron Harrison Tue, 08/24/2010 - 00:27
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Hi Gary


No, afraid not... callers will be served in the order determined by UCCX, which is typically FIFO. You can bump up the 'priority' of a call from within the script, but this would be based on script logic, not by the Agents cherry picking...


Regards


Aaron


Please rate helpful posts...

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