Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue
Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.
Expected behavior:
If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue
We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one
For more context see case 29665410
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