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Enthusiast

Hello Jameson,

Hello Jameson,

Thank you for replying to this thread again.

Below is what I'm trying to achieve.

We have 3 types of customers: ARPU, Data and Unclassified and 3 Skill Groups ARPU, Data and Unclassified.

- We need the ARPU customers to reach the ARPU agents first; if there are no available agents in ARPU SG, calls should be routed to Data agents. If there are no available agents in Data SG, calls should be routed to Unclassified SG. If there are no agents available in Unclassified SG, calls should be sent to Queue.

We need the Data customers to reach the Data agents first; if there are no available agents in Data SG, calls should be routed to Unclassified agents. If there are no available agents in Unclassified SG, calls should be routed to ARPU SG. If there are no agents available in ARPU SG, calls should be sent to Queue.

We need the Unclassified customers to reach the Unclassified agents first; if there are no available agents in Unclassified SG, calls should be routed to Data agents. If there are no available agents in Data SG, calls should be routed to ARPU SG. If there are no agents available in ARPU SG, calls should be sent to Queue.

Your help is greatly appreciated.

Thanks in advance.

Lara

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Rising star

Lara,

Lara,

I would not use "Consider If" for that scenario. The simplest solution, using the ARPU customer as an example:

  1. Start with a QTSG node, queuing only to ARPU agents
  2. Checkmark of 1st QTSG should go to 2nd QTSG node, queueing only to Data agents
  3. Checkmark of 2nd QTSG should go to 3rd QTSG node, queuing only to Unclassified
  4. Checkmark of 3rd QTSG should go to your queue music and such
  5. "X" of all 3 QTSG should check for requery, and go back to 1st QTSG on requerystatus>0. Do something else useful on requerystatus<=0.

The end result of this is the caller will queue to all 3 skill groups, but before queuing it will try all three skills in order. You can set priorities in each QTSG node, and that priority will only apply in regards to that skill group. This is useful if you have multiple calls in queue (one of each caller type, for example), and you want agents to answer their type of caller first.

-Jameson

-Jameson
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Can you provide an example of

Can you provide an example of your flow?

Rolando Valenzuela.

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