Originally, each group of agent would only need to handle a corresponding CSQ. 1 CSQ matches to 1 skill.
Recently, these agents would have more than 1 skills to handle CSQ other than their main CSQ.I receive request where we would need to display percentage/ number of calls that are handled by agents from other group for a CSQ.
For example, each agent in Group A would have Skill A to handle CSQ A call. Now, agents in Group B would have Skill A to handle CSQ A call. We would need to show the number of calls handled by Group B agents for CSQ A.
