I am a beginner to scripting and I not sure what is the best approach for how to script this so I am asking for assistance.
We would like when people call in and select an option that they go to a specific agent first and if the agent is not available to move to the General CSQ. So if they press 1 for category1 they go to agent1 and then to the General CSQ. If they press 2 for category2 they go to agent2 and then to the General CSQ. If they press 3 for category3 they go to agent3 and then to the General CSQ and so on.
Enclosed what I tried but it's not working. Any assistance will be appreciated.
Solved! Go to Solution.
Thank you for the response.
So I believe I made the changes suggested but something does not add up.
It's indicated in the example to select Yes to Connect but when I do, the field changes to Connected but if I select No then I see Selected. Am I missing something?
Also, can I use the Goto step to send it to the general queue?
Attached is the updated screenshot for review.