Hello,
I have a customer who have mandated us to build a Contacter Center CSQ and scripts with 2 levels of CSQs. The agents "in" the primary queue are supposed to answer all the calls and only when callers have been waiting too long in the first queue, the call will be dequeued and put in the second queue.
- Agents in both queues are part of the same UCCX Team
- The agents "in" the second queue only have the skills to pickup calls in the second queue
Yet they want the agents in the second queue to see in Finesse the status of the primary queue (I guess to see how busy it is) in the "Agent CSQ Statistics Report". But since those secondary agents do not have the skills on the primary CSQ they don't see it in Finesse. As the documentation says:
"The Agent CSQ Statistics Report presents the current day's call queue statistics,since midnight, of the Contact Service Queues (CSQ) to which the agent is associated."
Is there another way to do be able to do this ?
Thank you in advance.
