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Bronze

Priority on call queues

I have this scenario and am looking for input on how to approach this.

- Agents have multiple skillsets

- Agents need to answer call from their primary skillset. Example: Agent is assiged to answer call from queue A. On a slow day, agent is assigned to queue B. But agent priority is to answer queue A first if there are both calls type waiting in the queue even when call in queue B is holding longer.

What is the best approach on this solution.

Thanks.

Dat Pham

2 REPLIES
VIP Super Bronze

Re: Priority on call queues

What product/version? This forum covers Enterprise and Express; the answer is usually different.

If express, this is not possible. Callers - not agents - are prioritized in a CSQ. If the agent is skilled in multiple CSQs, they will receive the longest waiting contact of the highest priority across all CSQs.

Bronze

Re: Priority on call queues

This is on Contact Center Express 7.0.

Thanks.

Dat Pham

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