08-23-2010 01:34 PM - edited 03-14-2019 06:21 AM
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
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08-24-2010 12:27 AM
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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08-24-2010 12:27 AM
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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