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Community Member

IPCCX 5 - adding agents to multiple teams

I have two skills-based queues and would like to monitor (via Cisco Supervisor Desktop) an agent that receives calls on both of them. Am I able to assign an agent to multiple teams?

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Re: IPCCX 5 - adding agents to multiple teams

You should be able to - you send the calls to a Q not to an agent so an agent can be in as many as required- or at least you can on other call centres such as Nortel Symposium

Community Member

Re: IPCCX 5 - adding agents to multiple teams

No, I understand that the agent can have many skills in order to receive calls from multiple queues. I'm talking about their team association. If an agent receives calls for Team X and Team Y, apparently in IPCCX I can only associate him with one team or the other, not both.

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