StaceyLaney
IS-IT--Management
I'm asking about both of the items, because I don't actually need help to do them, and have been working with Symposium for a couple of years, but I'm getting challenged recently by a new co-worker of mine.
Activating Scripts:
In the past (past employer) I've had to make changes to scripts and activate them in the middle of the work day (immediate changes that were needed). I've had to do this a few times, without any issues. However, at my current company, my co-worker (also telecom, with Symposium experience) is adamant that any script changes be done after hours, stating that the queues MUST be closed to make any script changes. This goes against what I've done in the past, and now I'm questioning myself and wondering if I was doing things wrong. Any input?
Changing Agent Priorities:
The other issue is changing agent priorities. I've always gone to the agent's profile, and changed the priority of each skillset in the Skillset tab, but this co-worker of mine is now saying that agent priorities MUST be changed in the Agent to Skillset Assignments section. Again, now, I'm second-guessing myself.
I've never had any problems doing things the way that I have in the past, and again, been working with Symposium for a few years now, but I don't want to challenge anyone unless I know FOR SURE. Is this co-worker blowin smoke up my you-know-what, or have I been doing things the incorrect way all along????
Thanks...
Activating Scripts:
In the past (past employer) I've had to make changes to scripts and activate them in the middle of the work day (immediate changes that were needed). I've had to do this a few times, without any issues. However, at my current company, my co-worker (also telecom, with Symposium experience) is adamant that any script changes be done after hours, stating that the queues MUST be closed to make any script changes. This goes against what I've done in the past, and now I'm questioning myself and wondering if I was doing things wrong. Any input?
Changing Agent Priorities:
The other issue is changing agent priorities. I've always gone to the agent's profile, and changed the priority of each skillset in the Skillset tab, but this co-worker of mine is now saying that agent priorities MUST be changed in the Agent to Skillset Assignments section. Again, now, I'm second-guessing myself.
I've never had any problems doing things the way that I have in the past, and again, been working with Symposium for a few years now, but I don't want to challenge anyone unless I know FOR SURE. Is this co-worker blowin smoke up my you-know-what, or have I been doing things the incorrect way all along????
Thanks...