Uh, no. Once an agent is reserved that agent cannot be presented another call until the first call is complete.
An agent can be a member of two Contact Service Queues (CSQ) and a script can ask for resources from one or both queues at the same time.
Hi As previous post mentioned, there is no posibility to give two call to the agent at a time, Once a agent is reserved,the CRS will not give the second call. Why customer wants this facility. Did u check with the customer in which condition, agent have to take two calls? pls udate the customer justificaiton