agents in multiple queues

[hoizy]

Is it possible to have a agent be a part of one main skillset and several backup skillsets but only have them answer calls from backup skillsets when there main skillset does not have any calls holding?

The issue I am running into is that we have several agents that can answer calls from different queues. They may have 5 calls holding in their main queue but get the one call that is holding in their backup queue because the call in the backup queue has been holding longer. Their main queue ends up backed up causing problems between supervisors.

I hope I explained my issue clearly.

 

[Utreg]

Should be possible via priority scripting;

QUEUE TO Skillset Main_Q with priority 1
QUEUE To Skillset Backup_Q with priority 7

In that case the skillset Main_Q will have priority above the Backup_Q.

A supervisor can change the skillset priority at the agent level so calls could be distributed as needed.

 

[captaingadget]

Utreg has the solution, one very small point - unless I am very much mistaken there are only 6 call priorities available unlike agent priorities where there are 49.

 

[Utreg]

That's correct; 1 is the highest priority and 6 is the lowest in skillset scripting.

 

[hoizy]

Thank you both for a quick responce!

 

[mte0910]

Small point: There are actually 7 priorities in skillset. 0-6. Zero is a valid skillset priority, and is what we use to check for call queued when dealing with network skillsets. If a call is dequeued, the skillset priority is 0, thus you can do this...
IF
PRIORITY IN QUEUE b_Skill1_cv = 0
AND
PRIORITY IN NETWORK QUEUE b_Skill2_cv = 0
THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT WITH LANGUAGE a_Language_cv
VOICE SEGMENT a_G_Tech_Diff_vs
DISCONNECT
END IF

Not meaning this as nit-picking, just thought some might like the info.

 

[captaingadget]

Well I never knew that - thanks

 

[alfacom]

I have another issue related this topic. Lets say that 10 agents are assigned to main and backup skillset. My customer wants to choose 6 agents.If there is a waiting call on main skillset, this 6 agents only answer to this calls even there is call on backup skillset,Other 4 agents will continue to receive calls normally. Dou you have any idea how can it be?

 

[Milesprower]

I think you will need to use multiple skillsets with queuing checks in the scripting.

Can you start a new topic and clarify your post please?

 

[captaingadget]

I was thinking along the same lines as Miles. You will need to put these agents in separate skillset. In each script that feeds the skillset you will need to put some kind of queue check such as:

IF QUEUED CALL COUNT > 0 THEN ......

 

[alfacom]

I created a new skillset but right now customer complain about historical reporting. There is 2 seperate skillset statistics for one queue and it is very complicated for the customer.

 

[Utreg]

You can do serveral things;
* Create a custom report which shows the total of the 2 skillsets
* Report on the application or CDN (I think reporting on 2x skillset is better though)
* Explain the customer the 2nd skillset is needed to give a better overall service level..