we are looking at building a inbound call flow with two possibilities based on two skill sets and availability.
How we will have it built is have skillets assigned to specific agents (3 for now) and if they are idle on queue to route to them via queue(Call this Skillet one),
and if they are not available we will route to a specific play message and route back to the same queue with another skill set (call this skill set two) where the rest of our agents will be on (around 20 agents).
the idea behind this is
Agents with skillet one, if a client calls they wont hear any IVR message
and agents with skillet two the client will hear a IVR message.
I assume this will be a switch statement but just need help with the logic of it.
Any help will be appreciated .