05-31-2011 06:56 AM - edited 03-14-2019 08:00 AM
What is the difference between queues and skills? Could someone give me a better understanding of how skills work?
Thanks!
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05-31-2011 07:17 AM
Yes, there's a difference. Queus are just a generic term in ICM. As for skill groups, they are a logical grouping of agents. It can be anything, English skill group, Level 3 Tech Support skill group. Agents Named David skill group. Once you send calls to that skill groups and there are more calls than agents, then you have a queue of calls waiting to be answered by your skill group members.
david
05-31-2011 07:17 AM
Yes, there's a difference. Queus are just a generic term in ICM. As for skill groups, they are a logical grouping of agents. It can be anything, English skill group, Level 3 Tech Support skill group. Agents Named David skill group. Once you send calls to that skill groups and there are more calls than agents, then you have a queue of calls waiting to be answered by your skill group members.
david
05-31-2011 07:45 AM
Also you can make your queues route the calls using skill base routing and that were skills become inportant. You can find more information about skill base routing in the following link (p):
HTH
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Walter Solano
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