UCCX 7.0 - Call priority routing based on skill

[Gary.H_00]

Howdy,

I'm not sure of the best way to go about this. I have one main queue (CSQ A) and an escalation queue (CSQ B). Tier 2 CSRs will be assigned both the CSQ A skill and CSQ B skills so that they can answer normal calls when CSQ B is empty.

The tricky part is CSQ B is not meant to be reached by outside callers and it's not referenced in the CSQ A script. The only way to get placed in that queue is when a CSR transfers to it.

Is there a way to set this up so that CSQ B calls take priority for Tier 2 CSRs over CSQ A calls?

Any help would be much appreciated.

Cheers,

Gary

[Aaron Harrison]

Hi

You can't issue a higher priority to a CSQ as such, but yu can use the 'Set Priority' step to increase the priority of calls in your script just before the 'Select from CSQ B' step.

Basically a call with default priority will be serviced FIFO with other calls. If you make any call +1 higher priority, it will be answered before any default priority calls. Calls from each priority will be answered before calls from a lower priority.

Regards

Aaron

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