Hello,
Interesting to note, unless I'm missing something, that if in an in-queue flow we leverage an ACD Skills change via the recently released Set Skills functionality: The skill does change, however, any realtime view (Performance, Queue Activity) the skill change does not change visually, but does technically. AND, in historical interaction details about that interaction, no where in details tab or timeline or anywhere there is there a visual indication that the ACD Skill has changed. Why? Seems to me, this could be bit of an operational issue for a supervisor.
We can find a column in Performance/Interactions for Active Skill, but again, this is historical, not realtime and its the ONLY place we have noted thus far of the fact we forced a skill change based on business rules. Sure, can set an external tag and report that way, but again, this is historical, not realtime.
I'd like to understand why before we plop this into production.
Anyone seen similar behavior?
Am I missing something?
Thank you,
Dan
#ArchitectureandDesign------------------------------
Dan DeSive
Acendas Travel
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