i have a problem.our call center runs 24 hours a day,and that’s why we run i 3 different shifts.we have about 10 different skills.
the problem is that evrey shift has its own manager and each one set the skills according to the call load. i mean that the cti cant “see” the workload so the manager has to pay attention all the time and change the skills every time there a is a call load.
does anyone know if the cti can read the load and automatically change the skills
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