Is there a way to see the ACD Routing Score on an individual interaction?
Also, how is best way to identify skills availability at a specific time an interaction started or was handled?
We have requirements that agents be licensed is specific US states and assign them their state skills per their licensing. Then in Architect we put the state skill requirement on the call as it comes inbound. Want to find a way to manage skill resources so we have enough agents with right skills on-queue to handle call volume. Anyone got any ideas how to best do that?
Thank You.
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Greg Beal
Coverance Insurance Solutions
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