Agent - priority/ Skill based routing

Discussion in 'Ideas' started by OleAndreas, Jan 8, 2018.

Agent - priority/ Skill based routing 5 5 3votes
5/5, 3 votes

  1. OleAndreas

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    Several customers needs to qualify the agents within a group, prioritized hunt does not fulfill the request. There are +10 agents where some of the agents only is requested if there is high volume of calls.
    (I can not find the original post)
    They have moved from another system with the possibility to qualify the agents from 1 - 9; if all agents with priority 1 is busy, the agents with priority 2 is added to the ring pattern and when both 1 & 2 is busy 3 is added. etc.
    Please vote
     
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  2. the60

    the60 New Member

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    LOVE this idea!
     
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  3. kieferschild

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    I believe this idea has already been mentioned and If memory serves me correctly, 3CX are planning on implementing this. Could 3cx confirm please?