Generic Overflow CSQ

[Chris Jacobsen]

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

[Chris Deren · Accepted solution]

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.

[Chris Jacobsen]

Thanks Chris. Sorry, I'm still a little confused. How would I be sure to get the call to the right person if I'm using a single queue, but multiple skill groups? Maybe this will explain my thinking a little more clearly. CSQ_1 assigned SG_1 CSQ_2 assigned SG_2 CSQ_OF assigned SG_1_OF and SG_2_OF If a call comes into CSQ_1, but all agents are busy and the call is routed (another Select Resource step) to the CSQ_OF queue. How do I make sure that only the agent(s) with the SG_1_OF skill get the call?

[Chris Deren · Accepted solution]

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.

[Chris Jacobsen]

Ok, I understand. Thanks for your help.