Author Topic: Skills based routing with dynamic agents  (Read 2899 times)

jahyde

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Skills based routing with dynamic agents
« on: February 06, 2010, 03:11:57 »
I am deploying a new pbx, and the clients previous pbx had skills based ACDs, you could assign an agent any number to set their skill level.

I know in Asterisk there is the penalty field, but isnt this for static agents only - my agents need to be able to login in shifts.

I see in Queuemetrics theres Main, Wrap and Spill, but I was hoping for more skill levels than this - does anyone have any work arounds? At least a 1-10 range would be nice.

QueueMetrics

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Re: Skills based routing with dynamic agents
« Reply #1 on: February 11, 2010, 10:33:55 »
You can configure your agents as you bes see fit in asterisk, and then group agents in QM. What matters regarding to ACD is the Asterisk configuration - QM's is only used for reporting.