Mapping Services to Skills

[jaimegrande]

Do you need to map services to skills within the ICM configuration when dealing with routing to an Aspect ACD? We do configure the skills to the services in our ICM configuration for our Nortel ACDs, but we have not done that in our configuration for our Aspect ACDs. We seem to be routing OK to our Aspect ACD, but I want to be sure we have everything configured correctly. Thanks

 

[EJW]

Yes, yes and yes again...! The AHT calculations which feed into the MED are based around the mappings for the Service to Skill group. More used if you are in a virtual environment (2 or more centres being used as a single pool).

In addition, if you raise a fault with your ICM provider (who are you using, BT, C&W, etc..?) they typically ask you to check this information before they will assist - in my experience..