Skill based routing

[Alphabetic]

I need to create 1 Q so that the wallboard reporting is correct with abandoned calls. But I need to have it ring x users first before trying another x users.

is it yet possible to achieve this in one queue?

I need next skill level to ring if no answer after x seconds

 

[VasilisV_3CX]

Hi @kieferschild,

Yes you can set up SBR RA (Ring All) and then divide your agents by skills as you've defined in the Agents tab.

 

[Alphabetic]

Hi @kieferschild,

Yes you can set up SBR RA (Ring All) and then divide your agents by skills as you've defined in the Agents tab.

Will this definitely ring agents in skill level 2 even when level 1 are available and not answering?

 

[VasilisV_3CX]

Ah now I get what you're saying, and no - that's not possible.

As per the Academy, it'll only move on when an extension is unavailable which I'm sure you already knew. I thought maybe of using the legacy Windows Client with the auto-status timeout change, but honestly since it's legacy it's better not to try and implement it as a a solution.

It'll just have to go to another queue and call reports will have to do. @VoIPTools has something for this I believe I've read in the past...

 

[VoIPTools]

This question has been asked many times before. The only solution that I can think of is to dynamically add and remove designated overflow agents to the queue when the SLA is breached, and remove after the numbers fall below a threshold. This would require custom development. We can help.