lets say I have a 3 csq and 10 agents
I have a special going on the web and I want all those calls to go into one of the csq only. I have an agent with a skill set of 4 which I want to be the primary person answering the calls. which mean I need to change the skill set to be higer. the others in the cqs has a skill set of 7.
My goal is that I want the superviser be the one controlling this.