Quest re: Conflicting Skills? Need different skill at different times

[sirslacker]

I have a call center manager that wants to make some changes. We have two skills: CSRs and Account Reps. When a call comes in, we want to route based on time:

T=0 sec: Route to any CSR available
T=15 sec: Route to any CSR available
T=30 sec: Route to any CSR and/or Accounts Rep.
T=45 sec: Route to any CSR and/or Accounts Rep.

My problem is that an account rep should only get a call AFTER a call has been in the queue 30 seconds or more. But the way the skills are set up, an account rep has skills set up for accounts first and CSR second.

So, if at 10 seconds all CSRs are on the phone, the call will route automatically to an account rep. But we only want to send them CSR calls after 30 seconds. Any way around this?

 

[RTMCKEE]

skill 1 = CSR
skill 2 = Accounts

CSR vector

queue to skill 1 T
wait 30 seconds hearing whatever
queue to skill 2 M
wait 3000 seconds hearing whatever
goto previous step


Accounting vector

Queue to skill 2 T
wait however long hearing whatever.


Accounting will only get the CSR calls IF no one is in the accouning skill, and after they have been in the CSR skill for 30 seconds


RTMCKEE


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