I am a supervisor using Avaya to monitor skill status and change agent's skills. I am trying to find a list of skills for all agents whether they are logged into the phone or not. As an example if an agent is accidentally changed to the emergency skill I would rather not have to wait until they log in to find them. Can anyone out there be able to help? Thanks.
Isn't it a psychological question rather than anything that has to do with a particular phone system manufacturer? Your call center software gives a lot of information about time on the line, calls answered/missed/transferred. You will have to process this info using your own criteria to derive any human skill-related data from it.
Isn't it a psychological question rather than anything that has to do with a particular phone system manufacturer? Your call center software gives a lot of information about time on the line, calls answered/missed/transferred. You will have to process this info using your own criteria to derive any human skill-related data from it.
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