UCCX agents choosing from multiple queues

[jironside]

I am doubtful this is possible, but I will ask based on a request from users.

Is there a way that agents can dynamically (i.e. on their own, without admin involvement) choose what queue to take calls from (i.e. log in to or go ready in) when assigned to multiple queues, without requiring multiple logins?

Example: Agent A logs in to and takes calls from Q1, but is not taking calls from Q2. Later, Agent A sees that Q2 has a lot of calls waiting and so takes some action to allow calls from Q2 as well (without logging out of Q1 and logging in as a different Q2 user).

I of course can put the agent in to multiple queues, prioritize them, etc. and as an admin I can manipulate skills, but I can't think of a way to give agents or supervisors this control on their own. Is it possible?

Thanks

Jon

[Anthony Holloway]

Out of the box, the Agent role does not have this ability. Supervisors have long been able to change Agent settings via AppAdmin, and most recently in 12.x make some minor adjustments to CSQ/Skills/Agents directly within Finesse.

Which brings us to custom dev work, where you could technically make anything possible, with enough time and money. You're likely looking for a Finesse Gadget developer to build you a custom gadget to make this work.

I don't have a recommendation for you, but you can search the Cisco market place for a partner:
https://developer.cisco.com/ecosystem/spp/#key=finesse%20gadget