Thanks Was it LUA ? how did you manage to integrate it with the ACD policies (longest idle agent first etc). Could you provide some pointers for this ? On Tue, Jul 19, 2016 at 5:08 PM, Denis Papes <shishko69@gmail.com> wrote:
I did it using script that dynamically creates tier with agents in sequential order. Queue would have distribution strategy sequentially-by-agent-order, and script would populate tier with most skilled agent first, second skilled agent as second and so on... After call tier is deleted.
On Mon, Jul 18, 2016 at 11:30 PM Ashwin Rath <ashwinrath@gmail.com> wrote:
Hi All
Can i implement skill based routing in mod_callcenter ? can it be done by modifying the "tier level" of an agent in a queue ?
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