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Community Member

IPCC 4.0 Skill Level

Is it possible , in IPCC Express Premium, via a CRS script to adjust a CSQs Minimum Competence based on a reporting stat. Say for instance the wait time has increased to two minutes can you drop the skill level from 8-5 to allow for increased agents?

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Re: IPCC 4.0 Skill Level

In this scenario, you would just have another CSQ that has a 5 for minimum competence level and just queue to that CSQ after two minutes.

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Community Member

Re: IPCC 4.0 Skill Level

Is this the only way around this. I would like to do the same thing. Use min competency to route a call, and after x min's of being in queue drop the min compentency down a level so it opens up the queue to less skilled agents.

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