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Tim

Joined Dec 08, 2023

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Last activity Mar 13, 2024

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Tim commented,

CommentReporting for Talk

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?

View comment · Posted Mar 13, 2024 · Tim

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Tim commented,

CommentRouting

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?

View comment · Posted Dec 08, 2023 · Tim

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