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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>In one of my call centers I have two groups that handle
different caller needs. The caller selects which group they need upfront
and are queued to that group for the next available agent. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>What would be the appropriate way to configure this if I wanted these
groups to be able to back each other up after an initial wait time
period? Skill based routing would let me do this but without the
initial time period. Resource groups don’t seem to allow this
either.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Any thoughts on this would be appreciated?<o:p></o:p></span></p>
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