Setting an agent priority based on queue?

[fishermitchellg]

Have a weird question. We currently use overflow to add more agents into the mix if a queue gets backed up. We are looking to create CSRs with specialized skills, but that also could serve as backup to other queues if the volume dictates so.


Example:
Bob is proficient handling calls about pen products. I want Bob to get a call from the pen queue 1st, however if he is not available I want it to ring any other agent who is also skilled to handle the call. Bob may be trained at handling calls about paper products, but someone else is more proficient so if a paper product call comes into queue his peer may get the call first, but serve as a backup should his peer be unavailable.


Is it possible to do this? I apologize if this seems like a silly concept. I am mixing myself up with overflow, and queue-based priorities. I am trying to explore what can be setup from the agent-based side.

[VinceWhirlwind]

I would think you would have 2 ACD Paths:
Pen & Paper
 
Then you have 2 Agents:
Bob & Ben
 
You create 2 Skill Groups:
Pen & Paper
 
You add Bob to the Pen skill group with a skill of 1
You add Bob to the Paper skill group with a skill of 10
You add Ben to the Pen skill group with a skill of 10
You add Ben to the Paper skill group with a skill of 1
 
So when a call comes into the Pen queue, if Bob is available, he gets it, otherwise it goes to Ben. etc.

[VinceWhirlwind]

If you have a 3rd Agent who is in the Stapler queue, and you don't normally want them to get Pen & Paper calls, then you could create a 'Backup Pen & Paper' skill group with the 3rd Agent in that queue with both Pen & Paper queues overflowing to it.

[fishermitchellg]

Awesome, that's what I need to comprehend.

Thank you!