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UCCX 8x. - Agent Personal Queue Question - Dequeue to Overflow verses add secondary resource

GOLDEN4GOD
Level 1
Level 1

All, 

 
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 do you think is the best option?

1 Reply 1

Elizabeth_GM
Level 1
Level 1

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?