Scheduled skill adjustments for improved agent tracking and planning (omnichannel routing)



Posted Sep 24, 2024

I need a feature that enables scheduled adjustments for agent skills based on predefined categories. This would complement omnichannel routing by automating daily skill assignments and giving team leaders more control. 

The primary objective is to provide management with a clear weekly overview of agent activity and help agents work on the intended categories. This tracking would also help evaluate the effectiveness of workforce planning, offering valuable insights for improving both scheduling accuracy and operational efficiency.


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