Hi,

I have heard a lot about Multiskiling in IEX,
We use IEX in our ORG for planning for single skils,
but do not how to go about the Multiskill option in it

Regards
Ritesh P
WFM Leader

Ritesh,

Simple answer with Excel is you don't if you've already got IEX. It'll
be more trouble than it's worth.

With IEX you'll need to set up in the Agent profiles the Skillsets they CAN be assigned to then the scheduled skillset requirements, the rest is left as an exercise for the student (translate as: "You'll have to work that out for yourselves as I'm not sure exactly, OK ok... can't remember")

It is however one of the core bits of functionality of IEX (Which as anyone will tell you I like alot)so should be in the help file / manual.

Have fun....

DaveA

hi


Each agent on the ACD/server must be defined in Total View with a unique Logon ID. Each agent must have at least one Skill assigned Queues must be defined with the appropriate Queue Tag. Skills must be defined with the appropriate Primary Queue (Queue Id).

The Agent Profile screen Skills tab shows that each agent has a Level to designate assigned Skills.

In the example, agent #1234 has several Skills with

Level 1. The Total View ACD/server interface program will select only one of The Skills as the Agent’s “primary” Skill for mapping purposes.

If more than one skill has the same highest-ranking skill Level (lowest number), the interface program will select the Skill with the lowest Skill Id (the user is not able to see the Skill Id on any screen or report, so the selection is “random” from the users
Perspective).

The distribution or assignment process is as follows:

Look up the agent to identify the agent’s “primary” Skill [highest priority Level (lowest number) assigned Skill on the Agent Profile screen] Lookup the “primary” Skill to identify the Primary Queue [Queue Id assigned on the Skill definition screen] Lookup the primary Queue Id to identify the Contact Type that “owns” the Queue Id.