VMOS can be set to assign calls to managers based of off skills routing:
- Skill 3 = Receive call first if available
- Skill 2 = Receive call next if all Skill 3 managers are busy or away
- Skill 1 = Receive call only if Skill 3 and 2 managers are busy or away
Counter alerts will circulate until the call is answered or dismissed. Phone call alerts will cycle through available agents twice before being sent to voicemail.
These skills can also be applied to specific queue lines (i.e. Sales, Service, Payment, etc).
Video Ready vs Not Video Ready
Sales/customer facing managers will be set to Video Ready status in VMOS. This means that a virtual counter alert will pass through them first, before reaching a Not Video Ready manager.
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