85adventures
Technical User
Communication Manager 6.0.1
Call Center Elite Release 6.0
We currently have 5 ACDs set up, all split-based. I need to convert one or two to skill-based. I've read through much of the documentation, but I find it lacking a great deal. I'm hoping someone can set me straight.
I'd like to set up an initial skill-based ACD for test purposes. But, I've read that its all or nothing. I either have split-based or skill-based. I take that as meaning I have to reprogram them all before hand, not just one here or there.
Will agents be able to use the same login IDs for the skill-based as they do for split-based, or will I need to reassign them all new login IDs?
Does anyone have a cheat sheet of steps in converting a Call Center from split-based to skill-based that they are willing to share, and/or a sample skill-based Call Center? I'm really concerned I'll miss some steps along the way.
Call Center Elite Release 6.0
We currently have 5 ACDs set up, all split-based. I need to convert one or two to skill-based. I've read through much of the documentation, but I find it lacking a great deal. I'm hoping someone can set me straight.
I'd like to set up an initial skill-based ACD for test purposes. But, I've read that its all or nothing. I either have split-based or skill-based. I take that as meaning I have to reprogram them all before hand, not just one here or there.
Will agents be able to use the same login IDs for the skill-based as they do for split-based, or will I need to reassign them all new login IDs?
Does anyone have a cheat sheet of steps in converting a Call Center from split-based to skill-based that they are willing to share, and/or a sample skill-based Call Center? I'm really concerned I'll miss some steps along the way.