We are happy to announce some changes that are around the corner specific to Skills Based Routing Queues - This assumes you have the Productivity Pack Subscription.
Previously, Skills-based routing queues did not progress forward through skill group levels unless everyone in that group was unavailable (already on a call or not logged in). The following enhancements change the way Skills-Based routing queues work to be more functional.
Skill-Based Time-Driven Escalation: Queue escalation logic can now trigger after timeout periods, not only when agents are unavailable. This allows organizations to progressively widen routing rules based on wait duration and service level requirements.
Cumulative Escalation & Skill-Based Ring-All: Administrators can configure progressive expansion across skill groups, enabling calls to gradually reach larger pools of agents when wait times increase.