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  • 1.  Divisions/Multi-skilled agents

    Posted 11-06-2024 08:18
    No replies, thread closed.

    User can only be in one Division, but  in 3 Divisions multiSkilled.   If in A, and part of B and C, how does this affect reporting and will the agent reporting only peg to A?  What about Client A, Client B, Client C that QA and live monitor calls as a Supervisor/QA? The Clients are not allowed to see the other programs, only their own. 


    #PlatformAdministration

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    Tim Strong Bear
    Telecom Engineer
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  • 2.  RE: Divisions/Multi-skilled agents
    Best Answer

    Posted 11-06-2024 10:10
    No replies, thread closed.

    Hello Tim,

    As far as I am aware, it wont make a difference to reporting. e.g. if an agent took 30 calls, it will say they took 30 calls (even if it was 10 for 3 queues in 3 different divisions) , the division just restrict what users can access. So the agent needs to be able to access the object in the three divisions. 

    Hope this helps!

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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