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Agent Skillset Question

Agent Skillset Question

Agent Skillset Question

(OP)
Its been a while since I had to modify a script in symposium....However, I have a situation in which we currently have 2 teams, one that serve as primary and one the serves as overflow. The Manager wants to take out the overflow and have the calls route to everyone at all times. Instead of removing the overflow from multiple scripts can't I just have the managers change all of the skillsets for the agents? make them all 1's in the primary group then standby in the overflow? I'm worried that they will want to change it back so I'm trying to think of an alternate way of making this work. Below is a section of the script

SECTION BusinessHours

IF OUT OF SERVICE primary team, overflow team THEN

ROUTE CALL xxxxxxxxxx

ELSE

QUEUE TO NETWORK SKILLSET primary team WITH PRIORITY 1

WAIT 4

QUEUE TO NETWORK SKILLSET overflow team WITH PRIORITY 2

WAIT 4

END IF

 

/*IF PRIORITY IN NETWORK QUEUE primary team = 0 THEN

IF PRIORITY IN NETWORK QUEUE overflow team = 0 THEN

ROUTE CALL xxxxxxxxxx

END IF

END IF*/

GIVE RAN 10

GIVE MUSIC 8

 

SECTION Loop1

IF NOT QUEUED THEN

IF OUT OF SERVICE primary team, overflow team THEN

ROUTE CALL xxxxxxxxxx

RE: Agent Skillset Question

If this script is correct, you have at least 2 CC6 systems, linked via an NCC.

If this is the case, you need to retain the overflow statements.

Consider that the systems are 2 individuals linked, not 1 system decentralised.

Your script does not show queing to the 2 x skillsets locally.

Depending on the number of agents at the site/s you could:

1: Change the agents skillset assignments so "overflow" is removed

2: Queue to both skillsets together (eg: "queue to skillset primary_team_and overflow_team") To do this you may need to vary skillset priorities, so it would be as much work to remove overflow and add primary instead.

I think a more detailed, unedited print of the script would make it easier to decipher.

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