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.