Hi Everyone, here’s a small riddle to validate with the community. I have an environment where support calls can come from french or english users. The agents are for the most part bi-lingual but some are only englos. We use Queues Pro module. i see my options as the following:
- Prefix the CLID with the user’s choice of language (selected in the IVR), have englos not pick up french callers and use lazy members patch to direct to another agent. (dirty but should work)
- Create two queues for each function, one in each language and define the agents that can log into each. (feels like an overly cumbersome way to do things)
I wanted to run these scenarios by you guys and see if anyone has a recommendation as to what to do.