Created by: Manish Shukla on 12-06-2012 08:07:38 AM Hi All, In our call flow, we need to handle a scenario, that whenever calls come it first assign to Agent who has Primary Skills of that group, if it is not available then it will assing to Agent who has Secondary Skills of that Group, If both are not available to place it in General Queue. Now our query is 1. In ICM Scripting how we come to know that for Primary Skills how many Agent Primary and Secondary Skill avaialable and so on. 2. In Cisco how we configure Agent for Primary Skilly, secondary skills and son. 2. How we handle above scenario, If any one explain it from scratch, i.e. how we configure in Configuration Manager, how we access in ICM. Thank You in Advance for your help and suppo
Subject: RE: Agent Configuration Primary and Secondary Skills Replied by: Audra Galiano on 12-06-2012 09:49:04 AM
Hi All, In our call flow, we need to handle a scenario, that whenever calls come it first assign to Agent who has Primary Skills of that group, if it is not available then it will assing to Agent who has Secondary Skills of that Group, If both are not available to place it in General Queue. Now our query is
1. In ICM Scripting how we come to know that for Primary Skills how many Agent Primary and Secondary Skill avaialable and so on. 2. In Cisco how we configure Agent for Primary Skilly, secondary skills and son. 2. How we handle above scenario, If any one explain it from scratch, i.e. how we configure in Configuration Manager, how we access in ICM.
Thank You in Advance for your help and suppo
Hi Manish, What product are you migrating from? Avaya/Nortel/Genesys...? ICM up to version 9 does not have the concept of 'primary skills' with rankings like Avaya/Nortel. It is a feature coming soon. ICM can only look at agents available for specific skill groups or with a formula in a consider if to check total agents. Once an agent is assigned multiple skills, there is no way to 'rank' it with the others. You can script for this buy using multiple skill groups and It can be as complex or as simple as you need it. Are you working with any Application Consultants who know ICM very well? It would be hard to design it without knowing specifics.
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