- Joined
- Nov 16, 2017
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I know this has posted before, even got a reply that it was a good idea and it would be implemented but no result yet. Or something simelar like this.
I want to prioritize my agents in a single call queue as I login to the queue. So:
Monday:
Agent 1 -> skill 100% in the queue (direct alerting)
Agent 2 --> skill 50% in the queue (after xx seconds an alert on a call)
Agent 3 --> Skill 50% in the queue (after xx seconds an alert on a call)
Tuesday:
Agent 1 -> skill 100% in the queue (direct alerting)
Agent 2 --> skill 100% in the queue (direct alerting)
Agent 3 --> Skill 50% in the queue (after xx seconds an alert on a call)
Tuesday afternoon:
Agent 1 -> Skill 50% in the queue (after xx seconds an alert on a call)
Agent 2 --> Skill 50% in the queue (after xx seconds an alert on a call)
Agent 3 --> skill 100% in the queue (direct alerting)
And so on. My idea is when you logon to a queue you get a notification where you can set your
skill at that point. Or a simple setting (slide bar or something) where you can set the skill at that moment.
I tried "prioritized by three" but when an agent is not logged on this agent does not count anymore and the first three available agent are called. And does not really match my needs at this point.
Now I have 2 queue's setup and different accounts on every workplace to get first or seconds calls, but this is not working properly and I have a lot of issues with the multiple accounts in one 3CX client. The missed calls list is not reliable this way.
Hope there is a solution
I want to prioritize my agents in a single call queue as I login to the queue. So:
Monday:
Agent 1 -> skill 100% in the queue (direct alerting)
Agent 2 --> skill 50% in the queue (after xx seconds an alert on a call)
Agent 3 --> Skill 50% in the queue (after xx seconds an alert on a call)
Tuesday:
Agent 1 -> skill 100% in the queue (direct alerting)
Agent 2 --> skill 100% in the queue (direct alerting)
Agent 3 --> Skill 50% in the queue (after xx seconds an alert on a call)
Tuesday afternoon:
Agent 1 -> Skill 50% in the queue (after xx seconds an alert on a call)
Agent 2 --> Skill 50% in the queue (after xx seconds an alert on a call)
Agent 3 --> skill 100% in the queue (direct alerting)
And so on. My idea is when you logon to a queue you get a notification where you can set your
skill at that point. Or a simple setting (slide bar or something) where you can set the skill at that moment.
I tried "prioritized by three" but when an agent is not logged on this agent does not count anymore and the first three available agent are called. And does not really match my needs at this point.
Now I have 2 queue's setup and different accounts on every workplace to get first or seconds calls, but this is not working properly and I have a lot of issues with the multiple accounts in one 3CX client. The missed calls list is not reliable this way.
Hope there is a solution
