Call Center Supervisor - Agent Skill Level change

1 votes

Call Center Supervisor needs to have the ability to change the Agent Skill Level - in real time.

Under consideration Suggested by: DENNIS STRATMAN (24 Aug, '20) • Upvoted: 09 Oct, '20 • Comments: 1

Comments: 1

24 Aug, '20
Jason Jefferies Admin
Thanks for the suggestion, but I'm searching for the use case for real-time skill level updates. If a call center is overwhelmed, all agents, regardless of their skill will be reached. Additionally, Cisco/Broadsoft controls the feature functionality of the Supervisor client, so this is not something Evolve controls. Lastly, if agent skills are improving throughout the course of a shift, OSSmosis credentials can be set up for these Supervisors to update these levels.