cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1648
Views
0
Helpful
5
Replies

Queuing to skill group in a certain order

akumarmul
Beginner
Beginner

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 ?

5 Replies 5

Dass Prakash R
Beginner
Beginner