Currently our contact center is divided. Part of our contact center is on "Greatest Need". While a third of them are on skill based routing with skill levels. During heavy volume there will be a need to assign those agents that are on skill based distribution one or more of those (Greatrest Need) skills as a back up. The agents on skill based distribution will keep their primary skills at a level 1 and assign the back up skills at a level 3 and 4. Recently we have run into problems. There could be 20 - 30 calls on hold for skill A none in skill B, the agents with skill B as their primary skill (skill based distribution, skill level 3 or 4) are not receiving calls calls for skill A they remian idle. I was told that the problem might reside in the divison of skills in two different fourms Greatest Need and Skill based distribution. Any suggestions or information would be appreciated.
Thank you
Thank you