If I understand your needs correctly you may do this several ways. With one queue assign a variable and then have the priority set based on the variable, you can do this in CRS. Another way is like you started have two queues both skills based assign all agents both skills and give 1 level less value for standard skill this will present higher skill call first. There are some good ways as well but scripting guide can help as well. Here is a cut and paste from scripting quide:
A Sample Unified CCX Script Template
The sample Unified CCX script template performs the following functions:
1. Accepts a call.
2. Asks the caller to enter an account number.
3. Records the caller's name.
4. Does one of the following:
• Connects the caller to an agent
• Queues the call and sets a priority, based on whether or not the caller has
already entered an account number on a previous attempt to connect
during the same session, and/or if the main script has already failed and
the caller has been re-routed back to the main script.
Figure 17-1 shows the top-level view of the sample Unified CCX script in the
Design pane of the CRS Editor.
Figure 17-1 Unified CCX Sample Script Design Pane-Top-level View
The Start Step (Creating a Script)
pelase rate helpful posts.
Thanks,
Baseer.
