Implementing Agents Logging into multiple queues

[scott]

Hi, everyone. I have this question which has been bugging me for a while. Hope somebody can shed some light on this:

1. To implement a strategy which allow an agent to be logged on to multiple queues at a time, can we use virtual queues and skillsased routing?

2. Does the agent need to log into several ACD queues at a time (Do we need to use Multiple Queue Assignment on Meridian)? My thinking is that if we use skillased routing to implement this function, we do not need MQA; am I right?....

Thanks

3.

[Akiko@Negishi]

Good morning, Scott.

There is a subtle difference between an ACD queue and a Virtual Queue. If you want to login your agento into a multiple ACD queues, then you do need an MQA. But, you do not need it if you will be using virtual queues (thus IR), since it has nothing to do with Agent's physical state, but rather its setup in Genesys.

For example, you can have agent login into VQ_A and VQ_B by creating a strategy where you would add this agent's id, or place, or even skill under VQ_A and VQ_B. Try that and then have that agent login and observe virtual queue states in CCP.

Please keep in mind that [agent skill] is not the same as Symposium agent skill, since IR is not aware of agent skills stored in Symposium server.

Do keep in mind though, that you need to have agent log into a physical ACD queue as well, since if Genesys decideds to have a break and crashes, you will need some kind of backup callflow by using default routing.

They had a pretty good discussion about this a while back on this forum. Have a look there.