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ACD Programming

ACD Programming

ACD Programming

The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the benefit to having the whole department on the same ACD? I already know that through CCM I can have these agents take calls in either skillset regardless of ACD #. Trying to figure out if it's worth the time to change them all to be consistent since it's one department.

Any feedback is appreciated

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