Call forwarding to another queue if agent doesn't pick up in time

[[email protected]]

Hi guys,

When an incoming call is delivered to a certain queue, it is then assigned to an agent in that queue. If the agent doesn't answer the phone in time, the call falls back to the queue to be assigned to another agent in that queue...

Is it somehow possible to forward the call to another queue if the agent doesn't answer the phone in time?


Thanks.

 

[leejor]

That is not really how queues are meant to work. In many cases, a queue is made of agent with specific training/resources to handle certain categories of calls, so the idea would be to keep the calls in the same queue if possible. If agents are not answering in time, then it sounds like an end user "training" issue, or a shortage of agents, if the call cannot be answered if placed back into the same queue. Agents can make themselves unavailable if they are not able to answer calls, which is what they should be doing.

 

[[email protected]]

You have a point... But in this case it would be a useful solution for evening hours, when running on a skeleton crew...

 

[leejor]

What about a new queue, used for evenings, with a "re-distribution" of agents?

 

[[email protected]]

Yeah, i thought about that option too. Since there isn't a way to forward the call to another queue, this seems to be our only other option to resolve the issue as best we can...

Thanks for thinking with us leejor!