TrackMan A/S

Hi Jacquelyn Brewer,

I have tried to do all the above, but still have some flaws in it. If we implement it, and a customer calls in, when only agents without the skill is available, the call doesn't go through to any agents. First when an agent with the skill goes online, or an agent without the skill goes online after the timeout has passed, it gets routed to a person.

So if a customer is calling while we have 2 agents available (both without the skill needed), this call ends in a queue without anybody being able to answer the call at any time. Not even after the timeout has passed they will receive the call - they kind of have to "tell" the system that they are available, by going to a different status and then online again and then they receive the call (this works only after timeout has passed).

Andrei Kamarouski / Andrei Kamarouski

I was curious if you ever created that new article about weighing the scores for teams and KPIs?