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Can some agents have preferential treatment for a given skill?

April 26, 2017agents given preferential skill treatment

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Can some agents have preferential treatment for a given skill?

1 Answer

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10 Posted

Sure. When agents are given a skill, they are also assigned a proficiency. This means that your best-trained and most capable agents can be configured to receive calls before other agents. In this scenario the newer, less-experienced agents can still receive calls, but only when the more seasoned agents aren’t available.