Cascading Queues and reporting

[BenBryson]

Hello All,
I have a need for a call to sometime fall into a larger queue group when the first group doesn't answer. When it cascades to the next queue it is identified as an abandoned call. If it cascades twice then it is 2 abandoned called. Does one of the polling strategies allow for the first group to ring, then the first and second, then first, second, and third without it being an abandoned call?

 

[Evolute IT]

Skill based queues are the closest to this behavior, while not exactly it.

 

[BenBryson]

Thanks for the update. Do you know if that will continue to ring the previous skill group?

 

[Evolute IT]

Thanks for the update. Do you know if that will continue to ring the previous skill group?

I do not believe so.

 

[NicholasP_3CX]

In a skill based routing queue, it will only move over to skill set number 2 when all the agents of skill set 1 are either on a call, or logged out of a queue, or any combination of the two.

 

[VoIPTools]

I've been suggesting a solution for years, but so far nobody has been willing to fund the custom solution -- have overflow agents that are automatically logged into the queue when the thresholds are reached and automatically logged out of the queue when the thresholds fall below a specified level. This fixes all the issues around queue position, abandoned calls, total wait time calculations, etc. If you want a fix, the solution is straightforward, but it is going to require some funding to do the work. We can help!