Hello!
I'd like to start a discussion about best practices when dealing with agents who have secondary skills.
For example, when you have bullsey routing in a queue, where you have agents that don't prioritize serving
that queue (meaning you can't rely on them for 100% availability).
How do you handle this type of situation when creating a schedule and achieving coverage results?
#WFMConfiguration,BestPractices------------------------------
Karine Alves
Project manager
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