Helllo Community,
did anyone managed to have WFM schedule based routing?
Example: If an Agent is scheduled for specific channel/activity only, that he will get during the time only interactions of this channel/activity?
Im coming from the Enagge system and there is the possibility to include only the scheduled agents.
I wonder if anyone came across this and how they solved this? Or if they changed Business Process that who ever is ready and is part of queue or has right skills is andling the interaction.
kind regards
#QualityManagement#Routing(ACD/IVR)------------------------------
Rene Perez Solis
Service Architect
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