Hi All!
Just a theoratical question about precision routing.
As far as I know there can be up to 10 steps assigned to a PQ to extend/change the targeted group of agents.
In my example there is no wait time connected to the steps. Let me use the common example, I would like to route the call to the most expert Sales agent:
Step 1: Sales = 10
Step 2: Sales >=5
.
.
.
Step 9: Sales >=1
Step 10: Sales_backup =10
As you can see I have a backup team for cases when no sales agent is available.
What will happen when there are no sales agent available, the PQ goes to step 10 and the call waits for an agent from backup team, and an agent logs in with Sales proficiency 10? She will recive the call, or the PQ will ignore it because it waits in step 10 for a backup agent?
Thanks!