HI, has anyone tried skill based routing on your queue setup? Here’s the scenario, I have 5 agents.
**skills or specialties = priority 1 / priority 2
agent 1 = mac
agent 2 = linux
agent 3 = linux
agent 4 = mac / linux
agent 5 = linux / mac
When agent 1 is busy, next call should go to agent 4. But when both agent 1 and 4 is busy (both have priority skill for MAC), call should go to agent 5 (can accept calls for MAC) because it has priority 2 for MAC. Is this possible?
Thanks in advance, your ideas and inputs are valuable.