I think you should use a set of queues - if your skill-based requirements
are the usual suspects (speaking different languages) it's fairly easy to
set up with a master queue for each language with different priority
groups based on how good the agent is with that language. We have a good
Morning All,
Has anyone here successfully implemented skills based routing within queues?
The concept behind skills based routing is fairly straight forward, and I
know I could do it with multiple queues, agent penalties and a bit of AGI to
put the call into the right queue.
However doing this
nick,
I am actually playing with skills based routing right now...
how would you propose to send multiple calls requiring different skills
into a single queue and have agents w/o that particular skill in the
same queue?
daveC
Nick Brown wrote:
Morning All,
Has anyone here successfully
