TelecomTech34
Vendor
Hello
The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the benefit to having the whole department on the same ACD? I already know that through CCM I can have these agents take calls in either skillset regardless of ACD #. Trying to figure out if it's worth the time to change them all to be consistent since it's one department.
Any feedback is appreciated
The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the benefit to having the whole department on the same ACD? I already know that through CCM I can have these agents take calls in either skillset regardless of ACD #. Trying to figure out if it's worth the time to change them all to be consistent since it's one department.
Any feedback is appreciated
