Routing within a different skill set within one CSQ

[shikamarunara]

Hello,

     I am in the process of modifying my script to route calls in a queue differently depending on how long they've been waiting.  I have

1) One CSQ

2) Three skill asssigned to this CSQ

3) 9 agents - Three agents should be able to recieve a call no matter how long it's been in the queue (one skillset), three agents will recieve the call if it's been in queue longer than 120 seconds (the second skill set), and 3 agents that will recieve a call if it has been waiting longer than 180 seconds (the third skill set).

     I originally thought to set up an incrementer and boolean condition to route the call to a different CSQ depending on how long it's been waiting, but this sounds like it will be a pain to pull reports for.  Assigning all of the skills to one CSQ sounds better, but how will I be able to route the call to an agent of a particular skill set then?  Any help would be appreciated.

[Aaron Harrison · Accepted solution]

Hi

Bottom line is you can't escalate to more agents, without escalating to more queues.

If you send a call to a single CSQ you would use skills to 'prefer' to send the call to the 'first' skillset. If they are busy it would instantly send to the next skillset, and if they're busy the third. There's no time delay as the objective of the system is to match callers to agents as quick as possible!

If you want to put in a delay, you need to have multiple CSQs. You need to weigh up whether this multiple queue messiness is worth it to hold calls in queue.

People often want these delays of a minute or so, but if (for example) you have a 1-minute delay, and an average talk time of 5-10 minutes... it seems pretty pointless. Chances are the call will end up going to the second or third line, so you may as well just get the calls answered quicker and simplify the reports.

Regards

Aaron

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[shikamarunara]

Thanks, Aaron.  I'll have to set up multiple CSQs to accomplish this then.  You're always a big help.

[Aaron Harrison]

No problem!!