I am attempting to create a call queue with skill based routing. Originally this was setup as two queues (English and Spanish). The issue came when one queue became overly busy while the second remained idle.
I would like to assign skills to each of the agents and specify their ability to speak each language. I would then like to create two queues and assign agents to each queue based on that ability.
I would then like to create a script that accepted a parameter that specifies which queue it is working with and present calls to an agent accordingly.
What I don’t know is if an agent can be assigned to two queues and resource pooling takes care of the dirty work.
Thanks in advance
