Hi,
I have a use case where I have admin type people of a department that need to be rang first in a Queue. So I have them set to Skill Based priority of 1. Then I have non-admin type people in a skill based priority of 2. With an ultimate backup of the Office Admin as a priority of 3. This works great and we love it, except when someone doesn't change there status. I have set logout of the queue upon status change.
I know I can have the caller sitting in queue after x amount of time forward to another queue. But I don't like that option as that messes with reporting and reporting is critical for us. Is there a way to make a skill based route have a timeout at a priority step and just go to the next tier after so long if it's stuck polling someone? This office came from shoretel and it had that logic prior.
So looking for any advice on that scenario that I might be missing.
Thanks!
I have a use case where I have admin type people of a department that need to be rang first in a Queue. So I have them set to Skill Based priority of 1. Then I have non-admin type people in a skill based priority of 2. With an ultimate backup of the Office Admin as a priority of 3. This works great and we love it, except when someone doesn't change there status. I have set logout of the queue upon status change.
I know I can have the caller sitting in queue after x amount of time forward to another queue. But I don't like that option as that messes with reporting and reporting is critical for us. Is there a way to make a skill based route have a timeout at a priority step and just go to the next tier after so long if it's stuck polling someone? This office came from shoretel and it had that logic prior.
So looking for any advice on that scenario that I might be missing.
Thanks!
