I'd like to change the language skill requirements after a certain amount of time looking for a specific language skill, searched docs and forum can't find solution (or anything saying I can't, either....) it looks like i can maybe use the tolanguageskill function but I can't find documentation other than the limited bit in the function help... halp?
You'll need to add a new transfer to ACD action in the in-queue flow (transferring to the same queue) using your changed language skill requirements.
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ah, but doesn't that reset their position in line? so if i have 4 people in queue only the first person has a special language skill the rest are default. The first person has been waiting more than X minutes, so there's no one with their language requirements available and I want to expand the hunt to any agent regardless of language skill, if I transfer her back into the queue with no langugage preference, she'll be at the end of the line? I guess i'll experiment with priority *s see if those help, any other suggestions on how to keep the order fair?
(oh, thanks for the quick reply!)
In that case read about bullsyeye routing
thank you Melissa - this issue i'm trying to solve for is new to us i hadn't thought about going back to the queue setup and change the routing, i think that's exactly the solution I need, thank you for helping route me in the right dirction to solve my problem!
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