Solved Agent with different skill levels on different days

[chriselectrix]

Hi All

Note sure if this is the right place to post this.

Firstly I'm really liking V18 - if you haven't already upgraded I think it's worthwhile.



We use Skill Based Routing Round Robin.

We have an Agent who is in two Queues: one for German Sales Team (where she is Skill Group1); and another where she is English Sales Team (but she is Skill Group 2 as she is only in a fallback position in case all of the Skills Group 1 users are not available).

HOWEVER, on a Friday afternoon, she covers for the English Sales Team, so her skill group needs changing to 1 on the English Sales Team only for Friday afternoon. Having an admin make this change week in week out wouldn't be an option.

This agent has a Yealink desk phone.

Is there any clever way to do this?

At present the only thoughts I have is to set her up as a Hotdesk user with 2x extensions on the system - one she would use Monday>Friday noon - the other she would use Friday afternoon.

I feel like there is a cleverer way to do this? But I don't know what it is

Any suggestions would be appreciated.

Thanks!

 

[Alphabetic]

You could make a dummy extension that routes your calls. It will send it to your normal routing every other day and then sends the call to a new queue every friday afternoon. This queue will have the skills how you want it.

 

[chriselectrix]

Hi

Thanks for your response.

I'm half with you, but also half not with you

When you say a dummy extension, do you literally mean an extension? If so, how do you set it to do 'this' during this time range and 'that' through that time range?

Currently our calls come in through an Incoming Rule (where you can set times, but you can only have one incoming rule per DDI for obvious reasons), then in hours it goes to an IVR, then from that IVR it goes to a Queue.

Thanks

 

[Alphabetic]

So, you would set the ext to forward calls to PointA when set to available. Then configure break times under forwarding rules for the friday afternoon, this will set the extension to away. Under the away status set the forwarding to pointB

 

[ChrisC_3CX]

What @kieferschild says should work fine but you could also instead of Profile Statuses utilize exceptions which might make it a bit more easy to manage.

 

[chriselectrix]

Thanks - I am going to give that a go.

It seems to make sense in my head (which is always a good start) so hopefully it will work

 

[ChrisC_3CX]

It seems to make sense in my head (which is always a good start) so hopefully it will work

That is always a good start indeed!

Let us know how it goes!

 

[chriselectrix]

Hi

It's Friday afternoon ..... and it worked!!

Thanks all!

 

[ChrisC_3CX]

Excellent! Happy to see you got this sorted!

Do start a new thread should you need anything else!