I have skill group
MasterCard_L1
MasterCard_L2
I also have a skill group Visa_L1 and Visa_L2
Now when a call comes to the skil group for MasterCard it goes to the Queue to skill group Node in the order
MasterCard_L1
MasterCard_L2
Now I have another set of agents specialized inhandling Visa. Their primary skill set is:
Visa_L1 & Visa_L2. However they also have skill group MasterCard_L2 in case Mastercard were to get overloaded and needs to be queued to agent with Visa.
While they can take masterCard call, I want to make sure that when there are 2 calls (one for MasterCard & one for Visa) for this agent who has:
VisaL1 and Visa_L2 as their primary skill and MasterCard_L2 as secondary, the agent receives the call for Visa first. How can that be achieved in ICM script ?
