thread690-1786411
We did not find a fix but have a work-around.
There need to be a very good gearing of the agents, we then do blending.
With enough Agents, the Voice & Chat Skills are queuing at higher priority and Email at a lower level. The Agents Skill assignment also have Voice and Chat on Higher level while Email is lower
This seems to be addressing in areas where the gearing if good. No multi-call handling is enabled.
We did not find a fix but have a work-around.
There need to be a very good gearing of the agents, we then do blending.
With enough Agents, the Voice & Chat Skills are queuing at higher priority and Email at a lower level. The Agents Skill assignment also have Voice and Chat on Higher level while Email is lower
This seems to be addressing in areas where the gearing if good. No multi-call handling is enabled.
