Multiple PGs with different priorities

[RussT]

Hi all,

Another query from LL...

Is it possible to have an agent logged in to 2 processing groups at once, with different priorities? So they can take calls from 2 PGs but if one PG has more calls queued, they take those calls first?

Thanks
Russ

[patmul39]

No, you cannot have 1 agent logged into more than 1 group. An agent can be attached to several groups but can only log into 1. Why not modify the Call Selection and Resource Selection to include several groups with different priorities. You can also include handicaps and thresholds.

[wizzy]

Well another option is to set advanced call routing and agent skills but still the agent will be logged in only in one PG

[RussT]

Cheers peeps, that's what I thought but good to have it confirmed by people more knowledgeable than myself (admittedly not too hard!!!)