Scripting Question

[Cory356]

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.

 

[sandyml]

The way you have it, the call will queue against the skillset, look to see if the agent with priority 1 is available, and if not, will give immediately to one of the other agents that has a priority 2.

To do what you are asking will require that each agent is only in one of the skillsets. Then in scripting you will queue to the most desirable skillset, and also put in a command in your wait loopthat if AGE OF CALL > 120 that you queue to the other skillsets.