최근 검색


최근 검색 없음

Tim's Avatar

Tim

가입한 날짜: 2023년 12월 08일

·

마지막 활동: 2024년 3월 13일

팔로잉

0

팔로워

0

총 활동 수

4

투표 수

0

플랜 수

2

활동 개요

님의 최근 활동 Tim

Tim님이 에 댓글을 입력함

댓글Reporting 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?

댓글 보기 · 2024년 3월 13일에 게시됨 · Tim

0

팔로워

0

투표 수

0

댓글


Tim님이 에 댓글을 입력함

댓글Routing

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?

댓글 보기 · 2023년 12월 08일에 게시됨 · Tim

0

팔로워

0

투표 수

0

댓글