CC6 - Skills question - Essential Question

[gabtek]

Dear all,

I have a basic question about CC6 performance, I would like to know if it's possible to create skills for for call center this way
eg.
Compagny skills : IBM, HP, DELL
Departement : Admin, Sales, Support
Language: English, Spanish, German

And then assign thoses skill to agent, eg

Sam smith get ; IBM & HP skill + Admin + Engish

And then when a call, I check what the caller select "live" and check who's the right agent.

Thanks

 

[captaingadget]

Yes you can create skillsets for each of those categories and then assign agents to the skillsets appropriately. Priorities can be assigned to each agent so that they become first choice for their highest skill and a low priority for their lesser shills. Do not put agents into skillsets if they have no skill for for that set. e.g. they can't speak German.