I am writing a script for Agent Queue on UCCX 8x, and I want a secondary agent to be able to answer calls for this Queue when the primary Agent is on Break or Logged out .
I am thinking two options:
A. Dequeue to Overflow Queue
B. Adding a secondary agent assign skill level 10 to the Queue instead.........but the issue here is that this secondary agent belongs to another queue and would need to have a choice whether to answer calls from the other Queue.
What if you set queue priority better so the backup agent always answer this queue first and if it is empty he will answer the second queue till the other agent is available?
Learn, share, save
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.