Hello KS,
Thank you very much for your reply.
Normal Prioritized Hunt achieves that calling mode - just put the most skilled agents first.
Unfortunately, as per its design, it has a "one agent by level limit". You can't ring 3 level-1 agents at the same time, then add 3 other level-2 agents etc...
The Skilled based modes are really meant to benefit the end user by targeting the most skilled agent available continuously.
Certainly meant to be used in call-centers, where agents are trained as agents, and are used to put themselves in Away / DND mode.
Of course a call center can have a policy where other agents pick up the call if the higher skilled ones are not doing it, either manually or by transferring to another queue without Skill routing after a short DNA period.
Unfortunately this won't work in a non call-center world, where users / agents are not focused on the call flow.
And transferring (even automatically) the call to another queue has several drawbacks :
- it breaks queue statistics, well make them really hard to read ;
- we loose the the initial call topic if call is transferred to a queue named differently.
We are in the following situation : we have many customers, users, who are not in call-centers, and for whom it's really difficult / not understandable to put themselves in Away / DND mode, when they are not available, to give a chance for the call to reach level-2 agents.
They are very lazy with their call solution (that's a reality), and typically won't put themselves in DND when they go to the toilets (that's an example of course), they simply don't care...
Their organization needs to have several agents ringing at the same time, to minimize the waiting time for the caller, for a better caller experience.
And, if these level-1 agents do not answer, goal is to add other level-2 agents to ring, in addition to the level-1 ones (they could finally answer), to maximize chance for the caller to talk to someone, thus avoiding loosing business.
Hence the request of a ring strategy which would meet these requirements.
For now, we generally create dissatisfaction, as we can't ring as they expect.
We experienced a level-1 queue to transfer to a level-2 queue, but absolutely not convenient to maintain, has a negative impact on caller experience (on hold music restarts, caller thinks he has moved elsewhere etc...), and totally breaks (queue) statistics reading.
Thank you again for your consideration into this !
