06-17-2009 06:59 AM - edited 03-14-2019 04:13 AM
can you specify with in the script which skill an agent requiers to answer it? I want one CSQ but multiple skills, so if a call comes in and the user presses option 1 for IT support, I can say only people with IT skill can answer this call or call comes in press option 2 for accounts on people with accounts skills can answer it, I don't want to have multiple queues
06-18-2009 03:46 PM
Skills are mapped to CSQ's so this is not possible.
You can allocate multiple skills to an agent so they could in your example answer both support and accounts calls.
Why do you only want to use one CSQ? - I cannot see why this would be useful.
06-19-2009 09:23 AM
Same thing as the person above me said, why only 1 CSQ?
For example:
Create 2 skills - Spanish & English
Create 2 Skill Based CSQ - Spanish & English
Assign the Spanish skill to the Spanish CSQ
Assign the English skill to the English CSQ
Now, take Agent A and give that agent the English and Spanish Skill
Now, take Agent B and just assign the English Skill
In your script based on what the caller presses, you can now route the call to a spanish speaker, or to an English speaker (Granted Agent A can speak both languages.
In Conclusion, only using one CSQ would not have the need for skills based routing. In that case you want to route by resource group.
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