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  • 1.  Escalation / Tier 2 Team

    Posted 01-23-2024 10:49
    No replies, thread closed.

    Good morning, 

    I'm trying to create a new group of 4 or 5 agents/Call Center Reps to handle an specific call type. This group will only get internal transfer calls from Tier 1 agents. 

    I would also like to have 1 agent available in this group at all times. I was thinking about just put them all in a new Tier and assign them an specific queue but I'm looking for a more sophisticated way to do it. Any ideas ?

    Thanks in advance. 

    Isaac Denegri


    #Routing(ACD/IVR)

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    Isaac Denegri
    TIAA Bank
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  • 2.  RE: Escalation / Tier 2 Team
    Best Answer

    Posted 02-16-2024 16:17
    No replies, thread closed.

    What do you want to happen when all the agents but one are on calls and one more call comes in? You say you want one agent available at all times...

    Maybe you can provide a bit more info on the situations you want to handle?

    Is this 24/7, or just during certain times of the day?



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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    Original Message


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