最近搜索
没有最近搜索

Tim
已加入2023年12月08日
·
最后活动2024年3月13日
关注
0
关注者
0
活动总数
4
投票
0
订阅
2
活动概览
标记
文章
帖子
社区评论
文章评论
活动概览
的最新活动 Tim
Tim 进行了评论,
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?
查看评论 · 已于 2024年3月13日 发布 · Tim
0
关注者
0
投票
0
评论
Tim 进行了评论,
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?
查看评论 · 已于 2023年12月08日 发布 · Tim
0
关注者
0
投票
0
评论