Hello guys. here a question about best practice on setup queue with multi language. Is it best practice to setup to separate queues? or is there a way to have a queue with to set of agents list where the call gets router to ? the main reason I’m asking is that the main queue is setup quite extensively and the reports are used. it seem to me a pain if you have to maintain 3 to 4 queue just for languages?
example if i have an IVR set up for English and Spanish. and I have 3 base queue.
This is just opinion. The way I look at queues is from a agent and reporting perspective. If the same group of people can take the different call types, and there is no need to report out at a more granular level, then a consolidated call works. IF the group of agents cannot take all the call types, and/or if there is a need for more granular performance data for the call types, multiple queues is usually the way to go.