Tag Archive for: Agent Selection

Available agent illustration

Skills Based Routing in the ShoreTel Enterprise Contact Center!

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Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent.   It is important to note that the system will only use this criteria…
Available agent illustration

ShoreTel Enterprice Contact Center Skills Based Routing!

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The ShoreTel Enterprise Contact Center provides for “Skills Based Routing” an often confusing and misunderstood feature. It is important to note that this function might not achieve the desired result as it is only effective when there is…
Available agent illustration

ShoreTel Contact Center Call Select or Agent Select

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Configuring a ShoreTel ECC is better understood if we start from the Agent and work back to the caller. In the ShoreTel Enterpriser Contact Center we first define Agents whom we then assign to Groups which are generally the “destination”…

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