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Mitel MiVoice Business/MCD/3300 / Skill Based Routing
« on: January 29, 2018, 06:25:15 PM »
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.
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.