see here: *http://en.wikipedia.org/wiki/Skills_based_routing* On Thu, Sep 17, 2009 at 4:42 PM, Phillip Jones <pjintheusa@gmail.com> wrote:
My FS based ACD allows agents to log-in to multiple queues at once
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.
2009/9/17 Paweł Pierścionek <pawel@voiceworks.pl>
Michael Collins pisze:
On Sun, Sep 13, 2009 at 8:01 AM, mark morreny <markmorreny@gmail.com <mailto:markmorreny@gmail.com>> wrote:
Hello
Has any tried setting up an ACD based on skillset? The current out-of-box version of fifo does not seem to support acd based on agent skillset. Does anyone have any experience in doing it with some external scripting using lua or javascript?
I am interested in hearing how others may have done it as I am trying to implement one myself.
thx,
mark
I was curious about this myself. Even if someone has built a non-free skills-based ACD using FS I'd like to know about it. -MC
What is a skills-based ACD ? My FS based ACD allows agents to log-in to multiple queues at once and have different priority setting in each of the queues - does this count as skills-based ? It does not allow to limit the number of calls an agent can answer from a queue daily nor does it allow to set distribution of calls to an agent from his queues (other the by priority).
Pawel,
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