Skill Based Routing

[mungus777]

I am trying to setup skill based routing in my system. Is there anyway to setup where there has to be a set number of agents in a skill group available before one of the will take a lower skill in their agent profile?

I have two queue groups that need to be answered but have a lot of idle time between their calls but I want to utilize them to back up the most busy queue but not take all agents away from their main skill group.

[ZuluAlpha]

I don't think you can do it the way you're asking but you can have a timer on the ACD queues that involve backup agent skill groups when callers reach a certain threshold of time waiting.

In this way you could have agent 1001 have a high skill level in their primary skill group and a lower skill level (or no skill level at all) in the backup skill group that is only routed calls after callers have been waiting for 3 minutes (or whatever time you choose).