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

Answered Question
Aug 23rd, 2010

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

I have this problem too.
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Correct Answer by Aaron Harrison about 6 years 3 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

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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