LukLimbourg | 2018-07-18 16:08:38 UTC | #1
Hi,
Is it possible to use the notification service to retrieve skill information from queues ?
Rg,
Luk
tim.smith | 2018-07-19 12:23:30 UTC | #2
The notification topics are documented here: Available Topics. There is a queue analytics topic, but it doesn't break anything down by skill.
LukLimbourg | 2018-07-19 14:45:06 UTC | #3
Thank you Tim. So it's not possible to build a filter that could show only calls with specific skills ? We would like to reduce the number of queues for the customer and work with skills.
Rg,
Luk
Massa | 2018-07-19 17:02:52 UTC | #4
Hi Vic, thanks for your reply. Here are more details of the current issue and why we need to filter or have details of the skills from a single queue:
Example: You have one queue Sales with skills Mac, Ipad, English and French Or you can create 4 queues: Sales Apple English, Sales Apple French, Sales Ipad English and Sales Ipad French
If you take the option of one queue, you don’t have any split detail on each skill
• historical reports on the separate skills • realtime view on the waiting interaction for each skill • .....
If we don't have details of the skills from a single queue, we cannot share info with eMite and use in the eMite dashboard.
system | 2018-08-19 17:02:52 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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