We have team members that are part of multiple queues (sales and support for instance). They know which queue the caller is coming from based on the audible notification when they answer. However, we would like to prioritize our queues. For instance, if all team members are busy and there is 1 person waiting in the Support Queue (for 3 minutes) and 1 person in the Sales Queue (for only 1 minute), we want the priority to be the Sales Queue. In this scenario, the next available agent (even if they are part of both queues) would get the Sales Queue call instead of the Support Queue call (even though the Support Queue caller had been holding longer). Is this possible?
Thanks, Saadet. Is that an add-on to our existing RC? We are new to RC and this was a feature of our 10-year old PBX Hybrid we used to use. For us as a small company with a lot of overlap, it was very handy. Thanks for any additional info (the site didn't seem to show anything about this prioritization).