ACD Programming 1

[TelecomTech34]

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

 

[bignose21]

The idea is when you have a problem with the contact center and its down your sets go into basic ACD, calls arriving on the CDN's will go to their DFDN's (the ACD groups). You should plan to have skilled agents answering correct calls in basic ACD just in case.

 

[TelecomTech34]

So it sounds like it does make sense to have separate ACD's for a department with several skillsets, as opposed to having them all in one. Will reports be confusing when an agent takes calls in a different skillset?

 

[bignose21]

Reporting inside of the contact centre has nothing to do with the ACD group the agent is in. ACD only comes into play when the AACC is down, and you would not normally bother with reporting in basic ACD, as it's just a fall back for emergencies.

If an agent is in several skills that's fine and quite normal.