Solved: Advanced Routing Options

jcroye · ‎01-13-2017

Is it possible to route a call based on the following logic?

2 Calls Holding

Call #1 is holding for 2 minutes for Product A

Call #2 is holding for 5 minutes for Product B

1 Rep is available for a call

Call #1 is routed to the rep because Product A is weighted higher than Product B

Thanks!

Chris Deren · ‎01-13-2017

I am assuming you have UCCX, let us otherwise (i.e. UCCE). You can use priority step in the script to set ProductA calls with higher priority, this way if agent can service both CSQs it will always take ProductA call first from queue ahead of ProductB, even when productB has been in queue longer.

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Chris Deren · ‎01-13-2017

I am assuming you have UCCX, let us otherwise (i.e. UCCE). You can use priority step in the script to set ProductA calls with higher priority, this way if agent can service both CSQs it will always take ProductA call first from queue ahead of ProductB, even when productB has been in queue longer.