contact centre

[spnetworks]

hi can someone help clarify

Can the contact centre application have agents logged into multiple queues at the same time but with different skill sets? I am replacing a BCM with contact centre but it looks like I can’t meet some of the requirement.
Anyone any ideas please please

 

[GManNAtl]

Yes, but it is very limited. You can make a que a "priority que", but there are no granular controls per agent. I am REALLY hoping that some work will go into the CC in a very near version.