Queueing to Skillsets in Scripts

[jimbobnotts]

Is it possible to queue to a second skillset in a script.

For example queue to skillset 1 for 10 seconds and then if

the call still hasn't been answered de-queue from that

skillset and queue to a different skillset?

 

[sandyml]

Yes, that is the basic scripting functionality of Symposium, using the QUEUE TO SKILLSET and REMOVE FROM SKILLSET commands.

 

[cgilmer]

The only thing that I think is fuzy here is how it affects reports. You need to be careful how you set up your scripts as they directly affect the information you can report on.

Before implementing something like this I would set it up in a test environment and simulate some calls. Make sure the folks who run reports or provide that information to meet contractual SLA's understand and approve.

You can functionally do about anything but if you can't report on it sometimes it just doesn't matter if its possible.

Before I did this I would consider just adding the first skillset to the 2nd group of agents and make them a lower priority. That way it sort of "automatically overflows" to the 2nd group of agents when all the 1st ones are busy.

 

[tellyteck1]

If you need to see sample script just say so.AJK