Assuming there is more than one Agent available to service an inbound contact center call, a "skill" level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria if there is more than one Agent to choose from. If there is only one Agent available to service the call, the call is routed to that Agent regardless of Skill Set. Skills are defined in the system to have a value and a preference. Skills can be assigned to IRN's for example, in which we want to set a minimum skill level for calls that arrive through this portal.
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August 2010 Archives
Skills Based Routing Setup in the ShoreTel Contact Center!
August 3, 2010 7:02 PM
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