Add Queue Details

Author: TeamJodo 289 views
Field NameDescription
Skill MasterIt will show all the skills type which are created under Skill tab
User can select the required skills and can assign to the Agents
Skill DetailsIt will show all the Skills details which are created under each skill type
User needs to simultaneously select the skill Details with Skill Master that can be further assigned to Agents
ProficiencySkills wise Proficiency can be set which will be further Assign to Agent and based on Queue skills Call will get routed to Agents
For Eg:- Suppose there are 2 agents both have same skill but different proficiency defined as below. So call will route to the Agent having higher Proficiency
Agent 1 English Knowledge 5
Agent 2 English Knowledge 7
So call will get routed to Agent 2