Callcenter call escalation after a certain time in queue

[cstcorpsk]

Hi,

I am trying to distribute calls to agents based on the wait times in the queue. For eg:

1) All calls should go to Agent1 and Agent2 if they are available. If they are busy or not avalaible the call is in sent to the queue

2) After three minutes of the call waiting in the queue if the Agent1&2 are not available, the call should be made available to Agent1, Agent3 and Agent3

3) If Agent3 is also busy and the call is in the queue for additional 2 minutes the call is made available to Agent1, Agnet2, Agent3, Agent4

Other than creating multiple CSQs, is there a better way to accomplish in a single CSQ?  Any suggestions/recommendations is very much appreciated.

Thanks

Suresh

[Jonathan Schulenberg · Accepted solution]

No. Normally you would nest Select Resource steps and just add additional CSQs, up to a system limit of 25, which have the additional tiers of agents. Nesting the steps allows the call to remain in the Queued branch of the higher-level step so you don't have to dequeue it and start the queue time over.

Example:

Select Resource (CSQ1)
  Connected
  Queued
    [Logic here that waits three minutes]
    Select Resource (CSQ2)
      Connected
      Queued
        [Logic here that waits two minutes]
        Select Resource (CSQ3)
          Connected
          Queued
          ...etc

By the time it's in the Queued branch of CSQ3, it's actually waiting in all three CSQs for an agent.

The problem in your case is that in the second tier, you actually remove Agent2 from consideration. If this isn't a typo, you'll have to Dequeue the contact from the first CSQ, then put them into a second CSQ instead which doesn't include Agent2.

[cstcorpsk]

Appreciate the response very much.  I think your recommendation for nested CSQs  will accomplish my goal. In regards to Agent2, that agent is available in second tier as well and it was a typo on my end, Sorry!

However, I do need one more clarification in regards to the composition of the nested CSQs -  for e.g.:

CSQ1 - Agent1, Agent2

CSQ2 - Agent3

CSQ3 - Agent4

Is this the correct CSQ members or will all the relevant agents of previous CSQ also need to be included like as follows:

CSQ1 - Agent1, Agent2

CSQ2 - Agent1, Agent2, Agent3

CSQ3 - Agent1, Agent2, Agent3, Agent4

Thanks again for the inputs.

[Jonathan Schulenberg · Accepted solution]

CSQ1 - Agent1, Agent2

CSQ2 - Agent3

CSQ3 - Agent4

Because the call isn't removed from the first CSQs, you only need to skill the net-additional agents into the additional tiers.

[cstcorpsk]

Got it!  Thanks Jonathan.

Appreciate it very much.