Can BCM400 CC Agents log in to multiple Skillsets?

[MikeDThePhoneGuy]

I was asked a question but I am uncertain as to the answer.

"Customer already has the licensing to support 50 skillsets and 20 agents.

They are using the agents to log into multiple skillsets at once.

My question is does the skillset require a license for each agent that logs into it, or if they have 10 agents all logged into 4 multiple skillsets, will they need 40 licenses or just 10? The system seems to allow them all to log into the 4 skillsets; however, I can’t seem to find any documentation on Rls 4.0 that shows the ability to log into multiple skillsets at once. Calls are getting stuck in the que and agents are not able to occasionally log out, etc."

So 1) I don't believe you need multiple KC's in order for an agent to log into multiple skillsets, correct me if I'm wrong.
and 2) How much of a problem is this going to cause them and how can we remedy the issue of calls getting stuck?

Thanks for any opinions or recommendations.

 

[DBrewsky]

Licensing is per agent. An Agent can log in to as many skillsets as programmed without requiring additional agent licenses.

If an agent is configured for multiple skillsets, they will be prompted (the center softkey) to modify the skillsets they want logged in to. But by default it will automatically select all skillsets for them.

--DB