Skill based call routing behaviour

[PENGUIN]

Hi All,

I'm setting up a call queue using "Skill based routing fewest answered", I have encountered that a call will keep ringing users in skill group 1 so long as they are all available until a time when none are available/signed out etc and will pass to skill group 2. Is there a way that once a user has been rung and declined the call to count them as unavailable so the call gets passed on to skill group 2 once all have been called? Or is there a different polling strategy for this? I want to use skill groups so that calls work their way through L1 engineers and once all are rung/declined/already in calls goes to L2 engineers in skill group 2.

Thank you,
Joel

 

[Charles_3CX]

Regarding your question, with Skill-based routing, it will only pass calls to another skill-based agent when none of the agents in the previous skill-based group are unavailable on call or logged out.

 

[KyriacosS_3CX]

Building on Charles answer, the simplest way to achieve what you want is to have spillover queues rather than the Skill based routing which aims to make sure the highest skilled agent possible picks up a call.

With spillover you simply define a second queue as the destination if not answer and add your lowered skill agents there.