Vector Application Question 1

[MQH12]

Trying to figure out the best way to do this application.

Have 4 different 800 #'s.
40 Agents
4 time slots - 9a-12p/ 12:01p-3:00p/ 3:01p-6:00p/6:01p-9:00p

Goal - Only want certain agents to answer any of the 800#'s during certain times, not all agents at once. So from 9a-12:00p agents 1-10 will answer all 4 800's, then 12:01 - 3:00p agents 11-20 will answer etc.

Is there anyway to do this without adding in the skills to the VDN manually?

I set up 4 VDN's with TOD routing, but if I have 4 800's, then that is 16 entries with each VDN.

Probably making this more complicated than should be. Any Ideas?

 

[phoneguy55]

You could assign each agent a skill based on what time they answer calls.

1. goto step 10 if TOD 9 to 12
2. goto step 20 if TOD 12 to 3
3. goto step 30 if TOD 3 to 6
5. goot step 40 if TOD 6 to 9

...

10. que to skill 10
20. que to skill 20
30. que to skill 30
40. que to skill 40

 

[MQH12]

That was exactly what I was looking for. Thank you!!!