Agent with multi-skill group

Doan Khanh Tan Thanh · ‎07-16-2009

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

geoff · ‎07-17-2009

Strange acronym. Do you mean the Hosted Edition of IPCC Enterprise?

If so, I would imagine using the Time of Day node would solve your problem. You can't disable skills for an agent at the Call Router level - but you can certainly queue it appropriately.

Regards,

Geoff

Doan Khanh Tan Thanh · ‎07-17-2009

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 · ‎07-17-2009

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

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Doan Khanh Tan Thanh · ‎07-17-2009

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