Hello,
My goal is to direct calls to the agents who are the most skilled.
For inbound call configuration, I have added skills to the agents and give stars for reflect their experiences.
Besides,
In the Architect I use the Transfer to ACD action where I select the queue to receive the interaction, and add skills using the Add ACD Skill button. This configuration works perfectly, the calls are routed regarding the stars of the agent.
Now, I would like use the same kind of configuration but for a queue transfert, it means the agent with 5 stars must take the calls in priority after another agent has made a transfert to a queue.
My problem I cannot configure the transfert to ACD action during a queue transfert, we can only use a in-Queue-Call strategy at queue level.
How can I achieve this configuration?
Thanks
Jeremy
#Routing(ACD/IVR)------------------------------
Jeremy Monzo
------------------------------