I have to setup new CSQ.
Here's what I need to configure :
There is 2 IT department coming in our office. There are each other supporting different peoples, but they are the backup of the other department
For example :
CSQ 1 have skill "IT Dept 1"
CSQ 2 have skill "IT Dept 2"
When all agent in CSQ 1 are busy or not connected, CSQ 2 need to take the lines.
So I think I should put skill "IT Dept 1" to 10 for all the agents in CSQ 1 and "IT Dept 2" to 1 and the opposite in CSQ 2.
Am I right ? Is it the way to do this ?