<div dir="ltr"><div>You should have different sets of agents logged in to different queues and you should have a monitor to move them from one queue to the other based on incoming traffic.<br></div><div>l.</div></div><div class="gmail_extra">
<br><br><div class="gmail_quote">2013/6/17 Shanavaz E A <span dir="ltr"><<a href="mailto:shanavazea@yahoo.com" target="_blank">shanavazea@yahoo.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div><div style="font-size:12pt;font-family:Courier New,courier,monaco,monospace,sans-serif"><div><font><span style="font-family:arial,helvetica,sans-serif">Hi,</span></font></div><div><font><span style="font-family:arial,helvetica,sans-serif"><br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">I have a requirement, which I am not sure whether it can be implemented. I had done some searches but didnt find an answer to this. Kindly let me know if some one has an idea to implement this:</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">I have two Queues - Sales & Booking</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">I have 12 Agents who are added to both the queues<br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales Queue.</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Only 8 calls in the Booking Queue should hit the Agents and the other 4 calls should remain in hold.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">4 calls in the Sales Queue should hit the other 4 agents and the other 2 call should be in hold.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Means at a time a maximum of 8 Booking calls only should hit the agents and 4 Sales Calls only should hit the agents.</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">If number of logged in agents are less, proportionally the number of call limit should be reduced. For example, if there are only 10 agents, 7 Booking Calls should hit and 3 Sales calls should hit. The idea is that all agents should be able to answer calls in both queues in rotation. Otherwise its possible to add some agents to booking
queue and other agents to sales queue. But thats not what is required.<br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br>
</span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Kindly help if there is some idea to implement this.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"><br></span></font></div><div style="font-style:normal;font-size:16px;background-color:transparent">
<font><span style="font-family:arial,helvetica,sans-serif">Regards</span></font></div><span class="HOEnZb"><font color="#888888"><div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif">Shanavaz.</span></font></div>
<div style="font-style:normal;font-size:16px;background-color:transparent"><font><span style="font-family:arial,helvetica,sans-serif"></span></font></div></font></span></div></div><br>--<br>
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