![]() ![]() ![]() Tsepo would be the last agent to take an English queue call. Johan would be the second agent to receive and English queue call because his other language, Afrikaans, is the least popular queue. Connie – English rank: 9 Sotho rank: (not enabled) Afrikaans rank: (not enabled)Īll three agents can handle English calls, but because Connie only speaks English, she gets the highest English rank and will be the first agent to get a call that comes into this queue.Johan – English rank: 5 Sotho rank: (not enabled) Afrikaans rank: 9.Tsepo – English rank: 4 Sotho: 9 Afrikaans rank: (not enabled).Here is how we would set up the agent skills and ranks in VICIdial for the three agents to most effectively and efficiently handle the calls that come in: Most calls that come in go to the English queue, the second most number of calls go to the Sotho queue, and the least number of calls go to the Afrikaans queue. XYZ Industries operates in South Africa and has three call queues for their Sales and Support line: English, Sotho and Afrikaans. Johan speaks both Afrikaans and English.Tsepo grew up speaking in Sotho at home and speaks both Sotho and English.With Skills-Based Routing and Agent Ranking, you can have calls and emails go to the agents that can handle them the most efficiently and effectively for their skill sets.įor example, let’s say we have three agents that work in the call center at XYZ Industries selling widgets: Sally, Harold and Connie ![]()
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