Is there a way to automate how an agent is skilled by certain time of day? Currently we have an agent that needs to receive calls from CSQ A between 12PM - 6:30PM and from 6:30PM to 8PM accept calls from CSQ B. Currently the only viable solution is the supervisor has to login and adjust the agents skills during these timeframes. Also I know we could skill the agent in both CSQ's but the supervisor does not want the agent to receive any calls from CSQ B between 12 - 6:30PM as well as not receive any calls from CSQ A during the 6:30 - 8PM timeframe. Thanks for any help!!
Chris, I think this would be a good solution the only caveat I have is that this type of setup would need to be for only the one agent and not all the agents skilled for that particular CSQ. The agent basically changes job functions during this time period and the other agents need skilled for these CSQs need to stay the same. Thanks!
No issue there, create new Skill i.e. skill2, new CSQ2, on top of existing skill1, CSQ1, assign skill1 and skill2 to CSQ2. Assign this one agent to skill2 (not skill1). In your script between one time period queue CSQ1 which queues existing skill1 agents and does not include this one agent and during another time period select CSQ2 which includes skill1 existing agents and skill2 agent.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...