[cisco-voip] UCCX Queuing and Over flow Queueing Best Practice

[Max Harmony]

Honestly Brian, I think they don't want to be manually re-skilling all the
time and figure this is easier for them, I can't just tell them there's no
need to, I need to have justification and Cisco Best Practice guidance to
have a stronger case.

On Thu, Sep 8, 2016 at 12:15 PM, Brian Meade <bmeade90 at vt.edu> wrote:

> If it's all the same agents and same skills, what benefit are they getting
> from the overflow queues?  Do they just want to be able to see how long the
> caller waited?
>
> On Thu, Sep 8, 2016 at 3:11 PM, Max Harmony <bmaxim88 at gmail.com> wrote:
>
>> I have a customer that is requesting to have a main Queue, and two
>>> overflow queues, and they intend to have the same agents in all three
>>> queues with the same skills. I am not very confortable with the user
>>> experience but can anyone advice on what would be the best recommendation
>>> for this situation?
>>
>>
>> Please see below logic
>> Caller --- goes to Queue A---35secs delay --->redirected to
>> OverflowQueueAOverflow--5MinutesDelay--->Redirected to
>> QueueAGeneralOverflow--5MinitesDelay------
>>
>>>
>>
>>
>>
>>
>> --
>> --
>> Grace Maximuangu
>>
>> CloudPOP/InvictaCloud
>> www.cloudpop.com
>>
>>  *“Go beyond your limits, push yourself, be the best you can be.*
>> *Experience new cultures, broaden your horizons, stay connected.”*
>>
>>
>>
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>>
>>
>


-- 
-- 
Grace Maximuangu

CloudPOP/InvictaCloud
www.cloudpop.com

 *“Go beyond your limits, push yourself, be the best you can be.*
*Experience new cultures, broaden your horizons, stay connected.”*
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