| printer devices
Well guys you asked for it. This is going to be a long one. Yes it is 75 skill sets per agent.
The script looks like this.
Event handler..........................
End handler
Give ring back
If (out of service.....(name of skillset eg. ABC)
And out of service...(name of the bundle eg. CBA)
Then log "caller was redirected to emergency queue from script ABC script"
Execute script emergency_script
end if
Queue to skillset ABC,CBA with priority ABC priority var
(Note: the above statement is very important in the sense that you are directing the call to both skillsets ABC and CBA however skillset CBA will have about 60 skillsets referencing it)
(Example will be skillset DEF will have a statement similar to the one above. Like this:
Queue to skillset DEF,CBA with priority DEF priority var) do the same to all 60+ skillsets
Give Music ABC music var
( you can then go on with you on fancy stuff)
.........
Now when you are done. You then assign your agents with your bundle (CBA) which will have more than 50 skillsets in it saving you from entering 50 skillsets individually to a particular agent.
The catch is you cannot mix and match. Meaning you cannot assign individual skillsets eg skillsets ABC and DEF to individual agents. You have to assign CBA which will have both ABC and DEF in it. If you try doing that you will notice that agents with individual skillsets assigned to will receive calls all the time and those with the bundle will sit idle. the only time the bundle agents will receive call is when all the agents with individual skillsets assigned to are logged out. Very Intense eh!!!!
Good luck. My fingure hurts. |