wait for an agent with best skill and loop after that.
I want to solve the following situation:
I have three skills (A, B, C) with different skill levels for each agent. C is the "everything else topic" . The caller selects the toppic which is equivalent to the skills. Of course I want the call to be forwarded to the best skilled agent.
Let's assume the calles selects topic A and all Agents with Skilllevel > 5 for A are currently talking. I want to hold the caller for 30 seconds to wait for one of these Agents. After 30 seconds I would like to forward the call to the agent with the highest skill level A.
And of course I want to avoid the caller to wait the 30 seconds if no Agent with skilllevel > 5 is on duty.
Currently I have one CSQ for each topic and I expect a skillevel > 5 for the agents serving this CSQ.
At first I put the call in the CSQ for A and play a prompt with 30 seconds MOH, if no agent becomes available I put the call in the CSQ for C and loop the caller there. But now the best agent for C get's the call.
Re: wait for an agent with best skill and loop after that.
That's a very nice approach. Thank you. Solves the "first step"
Will this route the call still to the best skilled Agent for Topic A?
The agents in C might also have a skill of A, which is <5. Let's assume Agent Bob in CSQ C has a skill level of 4 for skill A, and Agent Peter in CSQ C has skill level of 1. Both agents are idle. In CSQ A there is no agent idle.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...