Agent with multi-skill group

Unanswered Question
Jul 16th, 2009

Dear all,

in IPCCH,

If agent has multi-skill group. For example:

Agent A has skill: 1 and 3

Agent B has skill: 3 and 4.

(different skill is different DNIS)

I want to set that on day time: agent A only receive the call for skill 1 not receive the call for skill group 3. At night time, skill 1 is disabled for this agent only and agent A will receive the call for skill 3.

Agent B can receive both skill 3 and 4 in day time.

Can any one give me a idea?

Regards,

Thanh

I have this problem too.
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Doan Khanh Tan Thanh Fri, 07/17/2009 - 17:52

Because in my case, a agent as multi skillgroup want to work on prefer skill group on day time, she want to choose her skill. I'm thinking about the reskill page of supervisor. But till now this page can not be opened.

Thanh

david.macias Fri, 07/17/2009 - 18:28

This might not be ideal, but if it's up to the agent, why don't you give them two agent IDs, that way it's up to them what calls they take. Reporting, of course, will be a bit of a problem.

david

Doan Khanh Tan Thanh Fri, 07/17/2009 - 18:50

I think about one agent has many agent ID but one agent here has 4 skills. That is the problem for me. as you said, the report will be the problem also.

are there any way to customize that agent can choose her skill?

Thanh

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