I've just been advised by one of your agents that there isn't any available information I can get from any skills we introduce within 'skills based routing'.
How can I understand what the team are dealing with? Is there no way AT ALL of being able to understand the volumes or where our chats are going?
We were currently looking at moving our departments. For example instead of having 10 departments regarding certain topics, we're looking at having two higher level departments (relating to the products we sell) and then within those having the skillsets that were previously our departments if that makes sense i.e. deaprtment 1 is Energy, and that houses skillsets related to billing, online accounts, payments etc.
Is there nothing at all that I can pull from Analytics should we move to this model?
Please sign in to leave a comment.