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:
I have two Queues – Sales & Booking I have 12 Agents who are added to both the queues
Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales Queue.
Only 8 calls in the Booking Queue should hit the Agents and the other 4 calls should remain in hold.
4 calls in the Sales Queue should hit the other 4 agents and the other 2 call should be in hold.
Means at a time a maximum of 8 Booking calls only should hit the agents and 4 Sales Calls only should hit the agents.
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.
Kindly help if there is some idea to implement this.