Applications vs. Skillsets 1

[ptrifile]

I have a quick, simple question that I am 99.9% sure i am correct on but am being challenged by some in my organization and I would just like confirmation.

In Nortel Symposium what is the parent or higher level, a skillset or an application? Which is higher in hierarchy?

Thank you.

Paul

 

[DFKSydney]

Neither.....................

The application basically the scripts. This governs how the call is handled, messaging and "who the call will be given to" etc etc.

The who the call goes to is the "skillsets". Skillsets are where the agents are allocated to.

If you really wanted to get picky about it, the application would be higher up the hierachy as with out it you would not have the intelligence of routing to reach the skillset.

 

[ptrifile]

Thanks DFKSyndey, this is exactly what I was looking for! Thanks so much!

Paul