Agents in multiple CSQ answer calls they are more skilled at ignoring the l
Is there a way in IPCC Express 4.0.4 to allow agents to be in multiple CSQs and servicing calls they are more skilled at rather than the CSQ that has the longest holding caller?
Agent A has SkillA(5) SkillB(10)
There is 1 caller in skill A who has waited 5 minutes.
There is 1 caller in skill B who has waited 30 seconds.
Agent A goes ready. Currently after testing Agent A will always get the person waiting in the CSQ with skill A because that person was holding the longest. I want it where it picks the call that has only been holding for 30 seconds since that agent has a higher competency level in that skill.
Is this possible or does anyone know of a workaround?
Re: Agents in multiple CSQ answer calls they are more skilled at
Hold time: 30 Seconds
CSQ: Customer Service
Hold time: 10 Minutes
Skill: Customer Service Competency: 5
Skill: Sales Competency: 10
In this situation the Agent has multiple skills and different competency levels for each one. There are 2 callers on hold at this time. The caller in CSQ Customer Service has been holding the longest but the Agent is more competent in CSQ Sales which has a caller that has not been holding as long as the one in CSQ Customer Service. Currently IPCC Express routes the caller that has been holding the longest which would mean the Agent would get the caller in CSQ Customer service first. What I want it to do is route the caller in CSQ Sales first because the Agent is better at those types of calls. This will allow him to help that person faster and possibly move on to the Customer Service call.
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