IPCC Express 3.5 Queue Selection Algorithm

[jmujica]

Hi.

I have a question. I need agents to be in more than one queue at the same time and just using the Circular Selection Algorithm. The problem that I'm having is that an agent can only be in one Resource Group Queue where it can use circular algorithm. To have the agent on more than one queue I need to have Resource Skills Queues where the Circular Algorithm is not available on the Resource Selection Criteria.

Any idea on how to implement this particular scenario?

Thanks in advanced,

-Jose

[l.mourits]

You could setup skills with the same name as your CSQ and configure the CSQ for skill routing, like this:

CSQ1, skill CSQ1, min. level 5

CSQ2, skill CSQ2, min. level 5

CSQ3, skill CSQ3, min. level 5

Then assign the needed skill to the agents that you want to be part of more queues.

Agent 1, skills: CSQ1(8)

Agent 2, skills: CSQ1(8), CSQ2(8), CSQ3(8)

But I am not sure if this is what you want, as you are not providing to many detailed info.... ;-)

Hope it helps,

Leo