When my agents are multi - skilled, any way to get AUX data split into the skills. I require this sort of data for forecasting. The definition of split AUX data itself does not make sense, but has anyone found a solution to this ??

Thanks

If a person is in several skills and goes into aux how do you know which skillset to assign the aux to? Or are you just going to assume that any aux time is based on the last call? And if so, why not just use aftercall?

Hi Sabu,

If you are using CMS you assign skill levels to agents which identifies what skill of calls these agents can answer. The agents are not mult-skilled in the sense that they will spend different parts of their day assigned to different skills, they can simply answer different skilled inbound calls dependant on what skills they have assigned.

As far as I am aware CMS will not split Aux time against multiple skills. The agents Aux time would show as a total on any skill he has assigned be it top or flex. It will however as Justin mentioned assign ACW time against different skilled calls.

i.e. if Agent John Smith has top skill A with flex skills B and C and he has 4 hours of Aux time. All 4 hours will be recorded against skill A when a split/skill daily report is ran, if you run a split/skill report on skill B you will also see the same 4 hours and again the same would be true of skill C.

John