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Community Member

Agents assignment in Skill Group and priority

Hi All;

I have two skill groups (A and B), and there is a dedicated agents for A and a shared agents between B and A (same agents in B are existed also in A also). How can I let the calls that come to skill group A to go first for the agents dedicated for the skill group A and if there is none of these dedicated agents for A are available then to go for the shared agents which are existed in A and B?

I need to do this because I am considering the dedicated agents for skill group A are more expert than those are in skill group B (who are also shared between B and A), so I need calls to go firstly for the expert agents (the dedicated for A) and if all experts are busy, then to use the shared (those who are shared between A and B).

Any advise?

Regards

Bilal

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Agents assignment in Skill Group and priority

Simple, remove the agents from A that are in B and leave then in B. Next, when you queue use the consider if field of the queue to skill group node. Queue A first and only queue B if there are no agents available in A.

david

3 REPLIES

Re: Agents assignment in Skill Group and priority

Simple, remove the agents from A that are in B and leave then in B. Next, when you queue use the consider if field of the queue to skill group node. Queue A first and only queue B if there are no agents available in A.

david

Community Member

Re: Agents assignment in Skill Group and priority

Very thanks.

And if A and B all are busy, a call came to be sent for B and later another call came to be sent for A, both of these calls will go to the queue as no agents free in A and B skill groups. If an agent from B become free, then I need the call A that is in the queue to be sent for this agent in the B skill group which just become free and keep the call B in the queue until another agent become free while no call B in queue any more.

How can this be acheived in addition to previous senario?

Your kindly help is high appreciated.

Regards

Bilal

Re: Agents assignment in Skill Group and priority

You will need two queue to skill group nodes. The first one is for A, which queues A and queues B if no one is available in A with a priority of 4.

The second queue to skill group node queues only B with a priority of 5.

david

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