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Sending call to Supervisor
- Thread starter Newbie5
- Start date
Your supervisors will first need to have a phone that is in a "Supervisor" ACD queue and is acquired by Contact Center. You should also make sure your supervisors are in a call presentation class that is non forcing so their phones will ring when the call overflows.
You will then need to create a supervisor skillset in Contact Center and then assign it to your supervisors (the ones you want to take the calls in question)
In the script/application that you want to overflow you will need to insert the following, most likely in your loop section. (If you post your script I can tell you exactly where)
IF NOT QUEUED TO SKILLSET ? AND AGE OF CALL > x THEN
QUEUE TO SKILLSET ? WITH PRIORITY *
END IF
Replace ? with the name of the supervisor skilslet
Replace x with the number of seconds before you want the call to overflow
Replace * with the priority that you want the call queued at.
Good Luck
You will then need to create a supervisor skillset in Contact Center and then assign it to your supervisors (the ones you want to take the calls in question)
In the script/application that you want to overflow you will need to insert the following, most likely in your loop section. (If you post your script I can tell you exactly where)
IF NOT QUEUED TO SKILLSET ? AND AGE OF CALL > x THEN
QUEUE TO SKILLSET ? WITH PRIORITY *
END IF
Replace ? with the name of the supervisor skilslet
Replace x with the number of seconds before you want the call to overflow
Replace * with the priority that you want the call queued at.
Good Luck
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