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<div>Max,</div>
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<div>As Brian mentions and as I think you may already understand; all this will do is extend the caller time to get to an agent and at best, give a more accurate time that a caller waits to get to an agent (why not just adjust the in queue time?).</div>
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<div>In these situations (where the client's wishes run upstream to my recommendations) I have found what works best for me, is to clearly document the outcome of the configuration so the client knows exactly what will happen and document your proposed configuration
that achieves their end goal as well.</div>
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<div>I typically avoid drawing focus to the fallacy of the client's desire or why "my way" might be better as these situations tend to be "political" in nature and you want to avoid those land minds at all costs.</div>
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<div>As long as the customer's desire doesn't represent a clear and present danger to anything else in the system, sometimes, I have found that I have to let clients discover on their own, why "my way" might be better.</div>
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<div>-Ryan <br>
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On Sep 8, 2016, at 3:36 PM, Max Harmony <<a href="mailto:bmaxim88@gmail.com">bmaxim88@gmail.com</a>> wrote:<br>
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<div dir="ltr">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.</div>
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<div class="gmail_quote">On Thu, Sep 8, 2016 at 12:15 PM, Brian Meade <span dir="ltr">
<<a href="mailto:bmeade90@vt.edu" target="_blank">bmeade90@vt.edu</a>></span> wrote:<br>
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<div dir="ltr">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?</div>
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<div class="h5">On Thu, Sep 8, 2016 at 3:11 PM, Max Harmony <span dir="ltr"><<a href="mailto:bmaxim88@gmail.com" target="_blank">bmaxim88@gmail.com</a>></span> wrote:<br>
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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?</blockquote>
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<div>Please see below logic</div>
<div>Caller --- goes to Queue A---35secs delay --->redirected to OverflowQueueAOverflow--5Minut<wbr>esDelay--->Redirected to QueueAGeneralOverflow--5Minite<wbr>sDelay------</div>
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