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How does the symposium system know what skillset to send a call to?
- Thread starter worfie
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lretrievers
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The calls get queued to a skillset in the script. That is also where the commands are given to play the appropriate announcements at specific times, etc. The script controls the call until it is answered by an agent.
As the previous poster says it's all in the script.
the script can queue it to a specific skillset or it can choose the skillset based on a set of conditions such as such as the callers response to a menu, what part of the country they are calling from (taken from Caller line ID) or time/day
once queued to a skillset the actual agent that ends up with the call depends on them having the skillset, what priority they are compared to other Idle agents and how long they have been idle compared to other agents of the same priority
the script can queue it to a specific skillset or it can choose the skillset based on a set of conditions such as such as the callers response to a menu, what part of the country they are calling from (taken from Caller line ID) or time/day
once queued to a skillset the actual agent that ends up with the call depends on them having the skillset, what priority they are compared to other Idle agents and how long they have been idle compared to other agents of the same priority
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