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Beginner

Skillset Based Wrap-Up Codes

Hello,

If a agent is part of two different Skillsets, can we have two separate wrap-up codes enable for the Agent?

We have agent A part of Customer Service (CS) and Private Client Service (PCS), both have separate skillset and wrap-up codes. Agent A is part of CS Team and wrap-up codes, when she received call for PCS skillset, how can we have PCS wrap-up codes be available for selection?

Can Wrap-up codes be linked to Skillset?

Thanks for your help.

4 REPLIES 4
Collaborator

Skillset Based Wrap-Up Codes

Not with the out of the box desktop, but with customization I'm sure that's possible.

david

Rising star

Skillset Based Wrap-Up Codes

What comes to my mind right now is that you can create a workflow group specifically for that agent, where his wrap up data list have both data, the one for CS and the one for PCS.

Gabriel.

Beginner

Skillset Based Wrap-Up Codes

Yes but Agent is complaining for going through long list of wrap-up codes.

It should be built in feature, Agent can be whoever its the Skillset which controls the call flow..

Thanks for your help....

Highlighted
Rising star

Skillset Based Wrap-Up Codes

As Gabriel said the only way will be to create a workflow for this set of agents and make only the require codes available for this workflow in that way the agent will not be presented with tones of information that he/she will not use

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