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Community Member

Routing calls to multiple queues using skills

We have a customer running IPCC 4.0.4 Premium. The customer needs many queues but there are only 20 agents. We are looking for a way to consolidate, to have fewer queues and more skills, leaving room for growth.

The call flow layout calls for 75 queues. We would like to group the queues giving each queue 3 skills.

For example:

Queue A

SkillA1

SkillA2

A call comes into Queue A, needs to be presented to an agent with skillA1 only. While another call comes in and it needs to be presented to an agent with skill A2 only

We don?t want skillA1 agent ever to get skill A2 calls and vise versa. Even if you set the skill level really low you can?t avoid the call getting delivered to them b/c you have to give both skills to an agent in order for the routing to work.

Any ideas on how to simplify this would be greatly appreciated.

Thank you,

Karen

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