3408phonegod
IS-IT--Management
In our call center, agents receive incoming calls, and they also make maniually dialed outgoing calls. Agents also have access to several skills/splits for incoming calls. On our CMS reports we can easily see the number of calls handled. For incoming calls we can see the peg counts for an agent for each skill they have access to. However, for outbound calls there doesn't seem to be any rhyme or reason to which agent skill the call gets peged. What determines what skill group an outbound ACD calls get counted on when the agent has multiple skills?
