Hybrid sequential and rotating queue for call prioritization during certain hours

[stjung]

This perhaps is more of a suggestion/product feature request than getting an answer, but we have a team of 5 support engineers that answer calls in a rotating queue after business hours, all on Pacific time. One of our engineers likes to work late and is okay taking calls in the late evening, and one of our engineers likes to start early and can take calls early in the morning. However, in the rotation, we're all taking calls at all hours.

Is there a way for our engineers to somehow place themselves as the first call in the queue during the late night and morning hours? As first priority, their number would always be called first, and if they aren't able to answer, would proceed through the normal rotation. Once they take themselves off, it would be the normal rotation where the calls are distributed evenly.

Ideally, this would probably look like a hybrid sequential followed by rotating call queue.

[FORE-Craig]

Hi @stjung

Have you toyed with the idea of setting up multiple Call Queues for this purpose and having the Overflow go to the next?

[sachinzoom]

Hi there, 

The users who would like to take calls during morning and after hours, Can they explore setting up business hours under call handling accordingly. Meanwhile the other users can set normal business hours. You can check the business hours setting on CQ definition. Have you tried this ?