Does anyone know of a way to prioritise agents within a group without using skills?
In its simplest form just make the group sequential?
Custome has a rather complex requirement
Call to a particular topic - Agent1 and Agent2 (in a group of their own)should be first port of call, but always prioritising Agent1
If neither availabe, calls goes to a more general agent group as a free for all. Agent1 and Agent2 are also in this group.
Would like to avoid attaching skill requiremets if at all possible!