Unified Routing – Capacity Profiles and Work Classification

I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post I will explain this concept.

There may be many scenarios when you’d like to apply the logic I am going to explain. A few are below;

  • Maybe live chats requiring a particular skill take more concentration. Meaning agents can handle up to 3 regular…

Continue Reading Neil Parkhurst’s Article on their blog

Unified Routing – Capacity Profiles and Work Classification

I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post I will explain this concept.

Blog Syndicated with Neil Parkhurst’s Permission

Author: Neil Parkhurst

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