Hi team,
I have requirement to route the customer to last spoken agent if he is available. I can get the last agent from interaction summary table based on ANI and once i get the agent id ,i will use "Is Alterable " tool check the agent is available to take the call or not. Now my question is if i use the "ACD Initiate Bullseye Processing tool" to route the last spoken agent , and if the first ring time out, i need to set some skill requirement and need to make some score adjustment(both interaction and as well agent using weights ) as per requirement. In order to achieve this can i connect the next step of "ACD Initiate Bullseye Processing tool" to ""ACD Initiate Bullseye Processing tool" or we cant use these tool together ?.
I know i can use category concept to assign the category to interaction and agent to route the call to last spoken agent in a work group . But i wanna try bulls eye as this tool specifically made for this.
Regards
Halesha sn
#Handlers------------------------------
Halesha Nagarajappa
Accenture India
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