assigning 2 skillsets to 1 agent - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

jaan · 03-28-2007, 12:36 PM

I have 1 agent who works w/ 2 different skillsets... She's been assigned 2 different login id #s and that took in the system. Once we are in the agent skillset assignment it all goes wrong. The 1st ID is marked 1 in skillset "A" and the 2nd ID is marked 1 in skillset "B". When it's saved and refreshed the both IDs are in only 1 skillset??? How do we separate each ID to its own skillset??

Rachelle · 03-28-2007, 02:07 PM

Each ID has only one skillset and the agent would have to log in using only one of the two IDs. If you want a single agent to be logged in to multiple skillsets, then in that agent's profile assign both skillsets at the priority you require. Only One ID is needed per agent.

rlc

Clepex · 03-28-2007, 08:33 PM

If you are using two agent IDs, then you don't need to run the agent to skillset assignment. Just assign skillsetA to Agent1 and skillsetB to Agent2.

jaan · 04-02-2007, 08:57 AM

i have assigned skillsetA to agent1 and skillsetB to agent2... then I save and hit refresh to update the change and both agents show up in only one skill set??!?! does the fact that the agent name is the same for both have anything to do with it?

jdm12 · 04-02-2007, 12:43 PM

If you want the agent to take a call from either skillset while logged in to the phone there is no need to have two agent id's. Having two agent id's would require the agent to log into two different phones. I am sure you do not want the agent on a call and then the other phone possibly ring with another incoming call.

Use one agent id. Assign the two skillsets to that agent and the the priority levels accordingly. This will enable calls from either skillset to be routed to the agent. Multiple skillsets can be assigned to a single agent.

J

jaan · 04-04-2007, 09:45 AM

the agent does need 2 ids as there are 2 call centers she answers for on different days... i do not want her to be answering for both call center at one time. thnx for the help so far!!!

Rachelle · 04-04-2007, 10:29 AM

Okay, so one ID for Call Center A and one ID for Call Center B. You will need to set her profile in Symposium to reflect skillsets that are specific to CCa and CCb. She will only be working in one call center at a time so, only her profile settings in that Symposium will direct her services. I will assume that you have an NCC that filters the skillsets.

Her manager, or whomever it is that adjusts her assignments, may need to adjust her settings manually. Depending on your Partitioning, you may or may not be able to see the skillsets that are assigned to this agent.

oldwhitefrog · 10-26-2007, 07:35 PM

Something rings a bell about having agents with the same name. I remember setting up some PINS all called Spare and it caused some problems. Had to call them Spare 1, Spare 2. This would have been in Symposium 4.2 - does something to the database I think. Suggest you call agent by slightly different name for each PIN.

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