Skill based Call routing for Agents

[T.S.]

Hello,

I am trying to mirror calll flow scenario with Queues and Agent Skills.

Caller calling the DDI -
Caller presented with menu Option: 1 & 2
DTMF 1 is for Q1 - Q1 would have sub-menu with option 1,2, & 3
DTMF 2 is for Q2

Q1 would have 3 Agents (extensions) assigned to it.
Agent1 has two skills : (1)English, (2)Spanish
Agent2 has three skills : (1)English, (2)Spanish, (3)French
Agent3 has one skill : (1)English

If sub-menu 1 is pressed then the call would go to all the 3 Agents in Q1 having Skill(1)
If sub-menu 2 is pressed then the call would go to 2 Agents Agents in Q1 having Skill(2)
If sub-menu 3 is pressed then the call would go to 1 Agent in Q1 having Skill(3)

Query1 -
Not able to see an option to assign multiple skill to same Agent.

Query2 -
I have assigned Queue in CFD after the main-menu block, not sure how to assign the skill for the sub-menu.

Thanks

(I am using enterprise edition)

 

[Evolute IT]

Skill-based is done in the queues, not CFD.

Also, in your case, you should be using 3 queues, one for each language.

 

[T.S.]

Thanks @ConceptsWeb,

It would be worth to have that option in future. For now I can do with multiple queues instead. Would need to check how reporting and real time dashboard will affect i.

Thanks!

 

[Evolute IT]

Thanks @ConceptsWeb,

It would be worth to have that option in future. For now I can do with multiple queues instead. Would need to check how reporting and real time dashboard will affect i.

Thanks!

It does not matter as you HAVE to use different queues for different languages (audio prompts set.)

Reporting and dashboard will show calls from all queues.