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

[Carlo Calabrese]

Because I don’t let supervisors onto the system to change agent skill levels, I set up 2 or 3 logins for each agent with different skill levels for what they are working on that day. So they can be primary one day and backup the next. I don’t deque them when I add them to the overflow ques so if someone because available, they will get the call and not a backup person. This seems to work well for the group and they can run reports to see when and how many calls are going to overflow staff. 
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On Thu, 9/8/16, Max Harmony <bmaxim88 at gmail.com> wrote:

 Subject: [cisco-voip] UCCX Queuing and Over flow Queueing Best Practice
 To: "Cisco VOIP" <cisco-voip at puck.nether.net>
 Date: Thursday, September 8, 2016, 12:11 PM
 
 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 logicCaller --- 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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