cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements

Ask Me Anything - October 2020

152
Views
0
Helpful
2
Replies
Highlighted
Frequent Contributor

Overflow Queuing

Hello Everyone,

I have been given a task to creat an overflow queue (Queue2) in case there's no agent availalble in Qeueu1. I decided to go with nasted queueing but the issue I have is that the Queue2 is in a different cluster. I don't think I can use nasted queuing in this case. Do you guys have any idea how can I accomplish this task with the correct reporting etc...? 

 

Thanks,

 

MK 

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
VIP Mentor

I don't see how you're going to get nested queuing working between two clusters.  I'd guess the best you can do is dequeue from the original and then call redirect to the overflow.  This would of course end the reporting at the time of the redirect for the original, and then start a new record in the overflow once received.  Reporting aside, you'll lose the ability for the original Agents to help, if there is any wait at all over in overflow.

View solution in original post

2 REPLIES 2
Highlighted
VIP Mentor

I don't see how you're going to get nested queuing working between two clusters.  I'd guess the best you can do is dequeue from the original and then call redirect to the overflow.  This would of course end the reporting at the time of the redirect for the original, and then start a new record in the overflow once received.  Reporting aside, you'll lose the ability for the original Agents to help, if there is any wait at all over in overflow.

View solution in original post

Highlighted

Thanks Anthony

 

MK

Content for Community-Ad