07-23-2011 09:16 PM - edited 03-14-2019 08:16 AM
If an agent belongs to both NIPTA and IPTA skill. There are emails in both the IPTA queue and the NIPTA queue which one will be assigned to the agent when they become available.
04-25-2012 11:54 PM
Is agent possible to log in to Agent console, when he/she is in both types of skillgroups (IPTA and nIPTA)?
04-26-2012 04:49 AM
zjwalsh wrote:
If an agent belongs to both NIPTA and IPTA skill. There are emails in both the IPTA queue and the NIPTA queue which one will be assigned to the agent when they become available.
I never liked the NIPTA set up and could not quite see the use of this. But if I remember my eGain training correctly, it's not possible for an ICM integrated agent to have a NIPTA skill.
Regards,
Geoff
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