Is there a way to manage skills in a bulk fashion? We are moving to less queues and more skills to handle calls in our organization, we had 30+ queue per user and that doesn't scale. It made it very hard to monitor calls coming in and ensure people were in queue etc.
The new structure is 4-5 major queues for the org based on department/function and all calls flow into those categories with skills assigned. Agents will now have 10ish skills but that will change over time.
I would love to find a way to export all users and their skills or better yet, all skills with all users then allow us to alter those skills/users and reupload to update the users.
Is there any way to do this?
#ArchitectureandDesign#PlatformAdministration#Routing(ACD/IVR)#SystemAdministration------------------------------
Jeremy
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