I have written a script for our service department in which there are three skillsets with one agent that is a priority one in each. Each agent is a priority two for the other 2 skillsets.
Agent 1
Field Service - Priority 1
Shop Service - Priority 2
Truck Service - Priority 3
Agent 2
Shop Service - Priority 1
Truck Service - Priority 2
Field Serviec - Priority 2
Agent 3
Truck Service - Priority 1
Field Service - Priority 2
Shop Service - Priority 2
What I am wanting to do is have the call queued to the skillset with priority one, but if the hold time exceeds 2 minutes then for it to try one of the other two skillsets.
Any help would be greatly appreciated.
Agent 1
Field Service - Priority 1
Shop Service - Priority 2
Truck Service - Priority 3
Agent 2
Shop Service - Priority 1
Truck Service - Priority 2
Field Serviec - Priority 2
Agent 3
Truck Service - Priority 1
Field Service - Priority 2
Shop Service - Priority 2
What I am wanting to do is have the call queued to the skillset with priority one, but if the hold time exceeds 2 minutes then for it to try one of the other two skillsets.
Any help would be greatly appreciated.