see here: <b><a href="http://en.wikipedia.org/wiki/Skills_based_routing">http://en.wikipedia.org/wiki/Skills_based_routing</a></b><br><br><div class="gmail_quote">On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones <span dir="ltr"><<a href="mailto:pjintheusa@gmail.com">pjintheusa@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"><div class="im">>> My FS based ACD allows agents to log-in to multiple queues at once <br>
<br></div>What is the difference between those queues? Does each q require that agents have a different skill? ie Agent A has skills x,y,z and queue 1,2,3 have calls about x,y,z - there agent A logins to queue 1,2,3.<br>
<br><div class="gmail_quote">2009/9/17 Paweł Pierścionek <span dir="ltr"><pawel@voiceworks.pl></span><div><div></div><div class="h5"><br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Michael Collins pisze:<br>
<div>><br>
><br>
> On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <<a href="mailto:markmorreny@gmail.com" target="_blank">markmorreny@gmail.com</a><br>
</div><div><div></div><div>> <mailto:<a href="mailto:markmorreny@gmail.com" target="_blank">markmorreny@gmail.com</a>>> wrote:<br>
><br>
> Hello<br>
><br>
> Has any tried setting up an ACD based on skillset? The current<br>
> out-of-box version of fifo does not seem to support acd based on<br>
> agent skillset. Does anyone have any experience in doing it with<br>
> some external scripting using lua or javascript?<br>
><br>
> I am interested in hearing how others may have done it as I am<br>
> trying to implement one myself.<br>
><br>
> thx,<br>
><br>
> mark<br>
><br>
><br>
> I was curious about this myself. Even if someone has built a non-free<br>
> skills-based ACD using FS I'd like to know about it.<br>
> -MC<br>
><br>
</div></div>What is a skills-based ACD ?<br>
My FS based ACD allows agents to log-in to multiple queues at once and<br>
have different priority setting in each of the queues - does this count<br>
as skills-based ?<br>
It does not allow to limit the number of calls an agent can answer from<br>
a queue daily nor does it allow to set distribution of calls to an agent<br>
from his queues (other the by priority).<br>
<br>
Pawel,<br>
<br>
<br>
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</blockquote></div><br>