I have a call center who is requesting the ability for their agents to switch the CSQ on the fly from Finesse desktop. The call center has bilingual agents who may be working project work or a high volume CSQ. If a supervisor is not available, the call center wants the agents to have the ability to select a CSQ from a drop down on Finesse desktop. Is this possible? Is this something that would be available only in UCCE? Thank you!
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I've had this problem too and don't think I've found the best solution. What I did was have the supervisor send me a list and I just modified the skill assignment for the day. (I understand that's not scalable.)
I think another work-around could be lowering the skill level of your agents with multiple skills. This would work by making those agents lower priority in your main CSQ's but they would still be able to receive those calls in the specialized CSQ's.
If there's a better solution, that'll be great to learn.