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How to resolve conflicting utilization requirements?

  • 1.  How to resolve conflicting utilization requirements?

    Posted 03-07-2018 18:13
    Does anyone have a creative suggestion for the following scenario? An agent should be able to receive a call interaction while on an email interaction, but not an email interaction while on the phone. Keep in mind that data-driven bulls-eye routing is already being used with ACD categories and three skilled tiers beyond that.