Agent available for 1 skill while in aux for all others

[nutz4daff]

We have a group that has agents split between 5 skills. They have an emergency line that currently is not queued to a skill. Calls go to a a station controlled by coverage path with several coverage answer groups (CAG) in it. This allows the call to ring to top agents first then second tear then third based on who is pre-loaded in to CAG.
They want to count these calls towards agent stats and asked the calls to be queued. I set up a skill and have the calls going to the skill and ringing at stations even if they are on another skill call. That's good.
The problem is that when they aux out the are unable to take the emergency skill call. They want them to aux out of all other skills but always be in the Emergency skill.
The other issue is what to do for breaks & lunches. They aux out & are not at there desk. I suggested logging out for breaks & lunches.
I have no good solution for only emergency skill stying in while other skills in aux.

 

[lopes1211]

Can't do it. All I can think of is leave the new emergency skill routing the way it is which probably will give them their ACD stats 99% of the time, but then add an extra step to the vector something like:

20 if expected wait > 15 seconds goto step 30
....
....
....
30 route to extension 1234 with cov yes.


then extension 1234 will have a cover path routing to your original answer group which will ring all of your phones regardless of aux state. sort of a step 2 emergency version of the emergency.

-CL

 

[nutz4daff]

I was looking at something like that. Have the re-direct to VDN in the hunt group point to a flow that did just that. Or back to it self.

thanks