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Skill priorities in IPCC Enterprise 7.5

Hi,

is there any option in IPCC Enterprise to configure skill priorities?

Regards

1 REPLY
Hall of Fame Super Silver

Re: Skill priorities in IPCC Enterprise 7.5

If you are looking for competency levels similar to UCCX then the short answer is not in current versions.

ICM does have an idea of sub skills, but those have never been recommanded due to reporting constrainst

(there are many threads on this topic).  The best way to accomplish skill priorities is to use multiple

skills and queue to them, for example assume you want to levels of Spanish speaking skill, you create SpanishA and SpanishB skills, assign them to appropriate agents and then in your ICM script you first select the SpanishA skill and then SpanishA and SpanishB concurrently, under the Queue node you also select both. If you need more levels you simply create more skills.

HTH,

Chris

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