call center handling

[fxbastler]

Hello,

Question: How can we keep x callers in a call queue, but only have y callers call z agents?

Assume that a call center can take 20 calls on a hotline (x), there are a total of 8 agents (z) who can take these calls, but the client of the call queue / the hotline only pays for 3 parallel orders to be processed (y) and no more than that should call the available agents.

This is a very realistic scenario. It also involves queue statistics and SLA violations. How can we handle this with 3CX?

 

[OlegR_3CX]

Hi there.
Not exactly. We only have Queue Skill-based that have different skills as a priority etc, but you won't be able to modify its logic to achieve your goal.

 

[fxbastler]

It would be nice if this call center function would be implemented.

 

[OlegR_3CX]

Partners with Gold and above statuses can make feature requests here.