08-29-2016 09:28 AM - 편집 03-14-2019 04:28 PM
Dear Experts,
request your help in order to understand the Difference between skillset, skill group and call type..
Regards,
Deepak
날짜: 08-30-2016 03:05 AM
what software you are referring to UCCE or UCCX? i know the call type and skill group are predominant term of UCCE. :-)
날짜: 08-30-2016 06:26 AM
I will assume UCCE here:
Call type - think of it as a call tag for reporting purposes. As call traverses through a script, i.e. different options, etc it may be tagged with different call type along the way. CT is also used to deliver a call to specific script, i.e. DN points to CT, which then is scheduled to point to script.
Skill - Self explanatory, skills are used to define queues, by assigning an agent to a specific skill that is queued to in the script, the agent is capable of handling the call.
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