06-05-2015 08:44 AM - edited 03-14-2019 02:52 PM
How functional would a generic overflow CSQ be with multiple Skill Groups? I'm looking to build one that would manage overflow for different CSQs, but I would want the people in the assigned queue to ONLY receive calls for their skill. I can configure the CSQ and Skill Group side, just not sure about the script logic that would direct the call to the appropriately skilled agent. Is this possible? Thanks!
Chris
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06-05-2015 09:04 AM
Sure, you can have an agent assigned to multiple skills, thus multiple CSQs, and then in the logic of the script after you want to send the call to a different CSQ you either build another nested select resource step with new CSQ or you first de-queue from current CSQ and then queue to the new CSQ.
06-05-2015 10:01 AM
You wouldn't, that is the purpose of "overflow" which means you increase the pool of agents by routing to "larger" queue. If you want the call to go to CSQ_1 and you queue the call to CSQ_1 and don't do any overflow.
06-05-2015 09:04 AM
Sure, you can have an agent assigned to multiple skills, thus multiple CSQs, and then in the logic of the script after you want to send the call to a different CSQ you either build another nested select resource step with new CSQ or you first de-queue from current CSQ and then queue to the new CSQ.
06-05-2015 09:30 AM
06-05-2015 10:01 AM
You wouldn't, that is the purpose of "overflow" which means you increase the pool of agents by routing to "larger" queue. If you want the call to go to CSQ_1 and you queue the call to CSQ_1 and don't do any overflow.
06-05-2015 10:10 AM
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