AWA - One Queue with multiple users who have different skills

[Felipe Ramirez]

Hi Team!

Thanks in advanced for taking a look at this one. We want to start playing around with Skill Determination for Interactions. Everything is correctly set, we have a skill created and assigned to a group, which in turn inherits the skill to a set of users.

The bottom line is we don't want to create multiple separate queues, and instead we want an L2 queue with users who have different skills.

At the moment we have only one skill built out, so in the L2 queue we have agents who either have the skill (4), or agents who have no skills (over 20). We want to make sure that if no skilled agents are available, transfer from L1 won't be possible to begin with (indicating to the L1 agent that now L2 agents with skill are available or simply not showing L2), or in the worst case at least, once the chat is transferred, it will say that no agents are available.

The Skill determination rule has the conditions to route if the client coming in is a very specific one, and it has the skill set to "Mandatory = True", and the assignment rule in the queue has skill handling enabled and to enforce mandatory skills. When a skilled L2 is available, it always 100% routes users from the client to that skilled agent. But when no skilled agents are available, it routes to non-skilled L2s.

How can we ensure either:

1. L1s cannot transfer if no skilled L2s are available (queue does not show up or indicates to the agent that no skilled L2s are available).

2. Unhappy scenario: Interaction drops telling the client that there are no agents available, and that they will have to reach out at a later time.

Thanks in advance for your input!