How To Route Call Between Busy Queue to Slower Queue?

[lancer123]

Hello, our business is asking to have a solution which looks at the following:
Assume Queue A has 40 agents and is having a slow day.  The Agents are waiting an average 3 minutes in between taking calls
Queue B has 20 Agents and has a average wait time of 2 minutes between taking calls.

The business wants us to somehow balance A so their average wait time between calls is more equal to B.    Other than moving agents from B to A, is there something within routing that can be done? 

Thanks,
Lance

[Tambo]

You could add skill A to agents B and skill B to agents A and you would average out the wait times


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[Raja Sekhar]

Hi lancer,
Always check ewt  of queue A and queue B before finalising Agent group.

Every time park the call to queue which has lesser ewt .

So obviously call parks randomly to queues based on ewt.

In your scenario, this should work