Overflow of agents for multsite deployments

The client would like ISS requests that originate from a CS (agent) at a site that does not use the centralised ISS to go to the local ISS first, and then overflow to the centralised Pool. Something like precision routing.

The agent can ‘hand-raise’ for his supervisor (local ISS, the supervisor of this agent team). If the local supervisor is not available, the agent may create an escalation to the centralized pool of supervisors (an MRE queue).

This internal support chat request from an agent to the supervisor is executed with the same routing engine as customer-to-agent chat.
afaik, we have precision routing in place, which allows a chat (external or internal) to be routed to a certain skillgroup first (in this case, a location), and to another skillgroup afterwords (all locations, or central location). @ehtasham.malik pls comment. So this should basically already exist.

Correct this is available, however the requirement was first to check the local supervisor if not available then go to Central Supervisor. This can be done, with some tweaking of Skill Set, mentioned here.

image

Queue = Team A

Usecase = Agent X from Team A has initiated a chat. Queue preselected = Team A

STEP 1:

Select Agents where CSkill > 7 AND Team = A

STEP 2:

Select Agents where CSkill > 6 AND Cskill < 8

Queue = Team B

Usecase = Agent X from Team B has initiated a chat. Queue preselected = Team B

STEP 1:

Select Agents where CSkill > 7 AND Team = B

STEP 2:

Select Agents where CSkill > 6 AND Team = B

Note:Currently there is one bug with multiskill routing , once that is fixed, the above solution will work

The bug has been fixed and the multi-step routing is working now.