We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I've never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.
Am I missing any options here? Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA Network Engineer Direct Voice: 443.541.1518 Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
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