Symposium Express treatment First Overflow

[hurricaneguy]

Quick question. When setting up a treatment in symposium express. The First Overflow says it overflows to the low priority skill set after x seconds. for example 10 seconds.

Does this mean it flows only to a secondary skillset or will it also flow to a primary skill set with a lower priority.

For example we have CDN 1234 set with skillset A on a priority 1 and Skillset B set to priority 3.
CDN 4567 has skill set has skillset C as priority 1 and skillset D as secondary priority 2.

so if a call comes into 1234 and everyone in skillset A is busy will it immediately go to skillset B or sit in queue for 10 seconds first?

And a call to 4567 if skill set C is busy will it sit in queue for 10 seconds before going to D?

 

[captaingadget]

It will wait for the time period you select, so if you don't want it to wait, then select zero seconds. Don't forget this is selecting an alternative skillset not agent priorities, i.e. an agent can be in both skillsets with different priorities.

 

[hurricaneguy]

So it will wait the 10 seconds regardless if the other skillset is just a lower priority or if it it set as a secondary? In both senarios it will wait 10 seconds?

 

[captaingadget]

Yes, that's correct. I think SECC is a little confusing in it's terminology, it is simply asking you to specify how long you want a call to queue in one skillst before trying another.