posted
Is there a preferred set up for proactive agent blending with multiple skills?
We have 2 skills and 2 languages (total of 4). For each of these, agents can be qualified to take calls in one or many skills. For example an agent could be qualified in skill A and B while the agent next to them is qualified in skill B and C.
We are setting up proactive blending where the outbound agents will be the only agents who are staffing an inbound skill that will receive a limited volume of calls. We use the Avaya PDS 12.0 and Avaya also provides the inbound system.
The challenge we are having is that the documentation on blending appears to indicate that a domain can only belong to 1 domain group. We have learned that agents can only be assigned to one domain group or the dialer will not always release the agent properly to answer the inbound calls.
If I create a domain group for skill A and B, then the agent who is qualified for skill C is not able to be apart of that domain group.
From: Ottawa, Ontario | Registered: Jun 2005
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