Ok here is the situation. We have a overly complicated ACD where we have path 1 with 3 agents in agent group A and if they are busy, it will overflow to agent group b. Agent group b has 1 agent. If that agent is busy then it will overflow to agent group c, which also only has 2 agents.
Now the question from the end user is, "Why is the queue status light never on?" From what I can tell is that becasue it is never in queue in the main path, but overflowing to different groups. Does the light pertain to a specific agent skill group or does it pertain to the path?
I was thinking of just putting all users in one skill group and using skill levels to determine the priority of calls they get?
1 for regular agents who should answer most calls
10 for thier back up that will only answer calls when all the agents are busy
25 for the supervisor who will only get a call once everyone has a call
Then there will be an option to leave a vmail if everyone is busy.
Does this sound like a good plan? what are the pros and cons of doing it either way.
Carlos Medina