Call queue without leaving the queue

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Is it possible to have a queue with agents in and have it ring a set of agents (Specified) after xx time?

At the moment I've got Q1 which goes to Q2 (overflow) if Q1 not answered.

It makes reporting a bit messy.

I thought skill-based routing would sort it for me but it looks like that only works if the agents are busy/not available as opposed to available and not answered as it just rings and rings until DNA is reached.

Is this correct?

Is there a way to achieve what I want in the same queue?

 

[Clément Rousseau]

Hi Kieferschild,

indeed I would have think about the same solution (skill based). I understand your problem but why agents with skill base 1 would be available and not answer ?

maybe form users to change status if not available ? (and use other status to disconnect from queue but still be able to answer calls with custom1 status and BLF to change status for exemple, or DND if they don't want any calls).