IPOCC Skill handling
Hello,
I try to migrate a CCR into IPO-CC system because the customer want to use skills.
The call flow is not so complex, however there were some challenges (this is my 1st installation).
As I understand well skills can be assigned to Topic and Agent.
In my call flow there is a customer service line. Based on menu choise I have to assign a skill and then route the call the AgentGroup. Of course just those agent got the call, how have proper skill.
So this is my call flow:
Calls -> MainTopic -> IVRscript > 2nd Level Topic with skill settings -> AgentGroup
Unfortunately I did not find other way to set up skill, just after the menu choise route calls to new topic whis has the skill settings, but in this way the realtime and historical reporting is mashed up
Number of calls (answared, presented, lost) are resented on the first topis, but service level, and others are presented on the second topic.
Is this the right way to handle skills ?
I try to migrate a CCR into IPO-CC system because the customer want to use skills.
The call flow is not so complex, however there were some challenges (this is my 1st installation).
As I understand well skills can be assigned to Topic and Agent.
In my call flow there is a customer service line. Based on menu choise I have to assign a skill and then route the call the AgentGroup. Of course just those agent got the call, how have proper skill.
So this is my call flow:
Calls -> MainTopic -> IVRscript > 2nd Level Topic with skill settings -> AgentGroup
Unfortunately I did not find other way to set up skill, just after the menu choise route calls to new topic whis has the skill settings, but in this way the realtime and historical reporting is mashed up
Number of calls (answared, presented, lost) are resented on the first topis, but service level, and others are presented on the second topic.
Is this the right way to handle skills ?
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