I know the system can do it as I remember if from class 5 years ago, I just can't for the life of me remember what it is. Pretty much, agent Smith is in two work groups, A and B. I want B to be a priority so their skill is 100, desire to use 100, priority for interactions in A is 50 B is 95, etc.. However if Agent Smith becomes available and there is only a call for group A I don't want agent Smith to get that call right away. However if after a span of time (I remember this is where the tweaking comes into play) Agent Smith's score will finally get high enough to receive the call.
I believe I also need to use custom vs ACD for the workgroup type, correct?
Thanks in advance!
#Routing(ACD/IVR)------------------------------
Derek Rouleau
The Thomas Agency
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