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Tim
Beigetreten 08. Dez. 2023
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Letzte Aktivität 13. März 2024
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Two questions, possibly related:
1. How can I find the amount of time a call was ringing to an agent on a specific call leg? Not the amount of time the customer waited, but just how long it was ringing to the agent.
2. If I take the total call leg duration, and remove all the component parts (talk time, hold time conference time, consultation time, and wrap time) , I am still left with some remaining time. What does this "other" duration consist of?
Kommentar anzeigen · Gepostet 13. März 2024 · Tim
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Hi, I'm looking to enable Omnichannel routing, and I see that skill-based routing is the "answer" for managing overflow. What I'm wondering is how to manage changes to the agent's skills. For example, on Monday's I need group A to be skilled so they receive calls first, but on Tuesday it switches to group B. Can the agent skills be changed via API or some other automated method?
Kommentar anzeigen · Gepostet 08. Dez. 2023 · Tim
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