| 1. If the agent is busy on call, the skillset is still IN SERVICE.
2. If a skillset list is used on QUEUE TO SKILLSET command, the call is immediately queued to all of the skillsets. Then the WAIT 4 is executed, which is simply a pause on the script.
3. The caller may end up in a loop if all skillsets back each other up. You have to carefully put checks/tests to avoid infinite looping. It is also better to write the IF-THEN-ELSE command separately to avoid confusion with the call flow. Try using SECTIONS. |