how to associate an agent for working with two queues (voice + email)

Unanswered Question
Feb 5th, 2010

hi, i actually have configured

-a voice queue, and one email queue

i would like to know how to configure the CRS for the following:

i want that the same agent could manage both types of information (voice and email), what do i have to do? in the same team...

thanks in avanced

I have this problem too.
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Chris Deren Sat, 02/06/2010 - 07:23

Simply include the skill the agent belongs to in both CSQs, or if you want  a seperate skill for voice and email, asign both of them to the agent.




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