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Are there any issues associated with agent priorities in Symposium Call Center Server?

April 26, 2017agent associated Call center priorities server symposium

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Are there any issues associated with agent priorities in Symposium Call Center Server?

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There are many misunderstandings associated with call and agent priorities in SCCS. When several skillsets are assigned to an agent, it can compound the frustration for the call center manager if the scripting does not support the desired call flow. Agent priorities are only evaluated by SCCS when 2 or more agents are idle in the skillset. A complete understanding of agent and call priorities is beyond the scope of an FAQ. This topic is covered completely in almost every Symposium class taught by GDS Communications, Inc. A complete understanding of agent and call priorities is necessary to properly script a Symposium system that utilizes different call priorities. Please contact us for help with this or any other scripting issues that you may have.