I am used to create simple scripts to select agents based on resource groups, however I am having trouble to create a script to select agents based on skill groups.
I basically have a CSQ with 6 skills groups within the CSQ. Each skill group has a competence level of 5.
I have the users assigned to the skill groups that the are part of and the proper competence level for each user.
My script is basically looking for available and ready agents on the CSQ and after finding an avaialable agent I send the call via Select Resource and Connect. It works fine when I have all my agents as members of all skill groups but this is not the objective.
I think I should have in my script something to check the skill group rather than CSQ. Is it correct? Has anybody had a similar problem.
Could someone give me a heads up on a skill type of script?
Thanks in advance.