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ZeN216 · July 3rd, 2008, 08:55 AM

I wouldn't use two groups,, just one group, but the SL would be different.
Lets say it is skill 1, then in the agent screen you would assign skill 1, SL 1 for the pri, and SL 2 for the backups... then if the pri is busy it will goto the others,, and you only need one skill, and queue-to step in vector..

Code:

display agent-loginID 5835                                      Page   2 of   2
                                 AGENT LOGINID
      Direct Agent Skill:
Call Handling Preference: skill-level               Local Call Preference? n
    SN      SL          SN      SL          SN      SL          SN      SL
 1: 60      3       16:                 31:                 46:

July 3rd, 2008, 08:55 AM	#4 (permalink)
ZeN216 Join Date: Jul 2006 Posts: 21	Re: Agent Preference w/EAS I wouldn't use two groups,, just one group, but the SL would be different. Lets say it is skill 1, then in the agent screen you would assign skill 1, SL 1 for the pri, and SL 2 for the backups... then if the pri is busy it will goto the others,, and you only need one skill, and queue-to step in vector.. Code: display agent-loginID 5835 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Call Handling Preference: skill-level Local Call Preference? n SN SL SN SL SN SL SN SL 1: 60 3 16: 31: 46: