Multiple Queues - longest time

[MateuszK]

Hello,
We have multi-skills agents but there are several queues on the IVR. The connection does not go to the agent who waits the longest in total, but to the agent who waits on a given Queue. This means that one consultant answers several calls from each queue in turn.

I would like to set up the system in such a way that the call goes to the longest waiting in total, not in a given queue.

Is it possible at 3CX?

 

[VasilisV_3CX]

Hello @MateuszK,

While this may be able to be handled by the CFD, it would be an extremely difficult first project.

What if you created multiple groups which have agents of the same skill. Say A (highest), B (intermediate), C (lowest). Set the queues to "Longest Waiting" and have the "Maximum Callers in Queue" (Advanced Queue options) set to 1. This would mean that when a call comes in, the highest skilled queue receives a call and the agent within that queue who has been waiting longest will receive preference. If no one answers after x seconds, push to Queue B and so on.

It's not exactly what you had in mind, but it may well provide you with an idea to configure the queues to your requirements. Hope this helps.