You can use the
Precision Queue script node to queue a call based on caller requirements until
agents with desired proficiency become available. This node contains multiple
agent selection criterion which are separated into steps.
Figure 8. Precision
Queue Script Node
A single call can be
queued on multiple precision queues. If an agent becomes available in one of
the precision queues, the call is routed to that resource. You cannot reference
multiple precision queues with a single Precision Queue node. However, you can
execute multiple Precision Queue nodes sequentially to achieve this.
The Precision Queue
node includes a Priority field, which sets the initial queuing priority for the
calls processed through this node versus other calls queued to the other
targets using different nodes. The priority is expressed as an integer from 1
(top priority) to 10 (least priority). The default value is 5.
If more than one
call is queued to a precision queue when an agent becomes available, the queued
call with the lowest priority number is routed to the target first. For
example, assume an agent in a precision queue becomes available and two calls
are queued to that precision queue. If one call has priority 3 and the other
has priority 5, the call with priority 3, the lower value, is routed to the
precision queue while the other call continues to wait. If the priorities of
the two calls are same, then the call queued first is routed first.
instructions are not sent to the VRU. If a call enters the Precision Queue node
and no resource is available, the call is queued to the precision queue and the
node transfers the call to the default VRU, if the call is not already on a
VRU. The script flow then exits immediately through the success branch and
continues to a Run External Script node to instruct the VRU what to do while
holding the call until an agent becomes available. Typically, this invokes a
Network VRU script that plays music-on-hold, possibly interrupted on a regular
basis with an announcement. The script flow can also use other queuing nodes to
queue the same call to other targets, for example, Queue to Skill Group and
Queue to Agent.