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Possible to pick and choose a call from the queue? (UCCX)

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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1 ACCEPTED SOLUTION

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Super Bronze

Re: Possible to pick and choose a call from the queue? (UCCX)

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...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
1 REPLY
Super Bronze

Re: Possible to pick and choose a call from the queue? (UCCX)

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...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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