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03-17-2008, 02:00 PM
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Aspect ACD
Can anyone tell me if you are able to dual-skill (multi-skill) agents on an Aspect ACD?
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10-25-2008, 12:32 PM
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Multi-skilled Aspect Agents
Hi,
On the standard ACD, no, you cannot. There was a proposed ACD upgrade which would supply skills based routing but that was pulled just prior to the ACE conference in Atlanta this year. We do have a multi-skilling solution for Aspect CallCenter ACD's (called PER) that was recommended, at the ACE conference, to a number of interested parties, by Aspect. In operational terms it is a seamless integration to the ACD and takes a few days to deploy. At a minimum it offers unlimited skills and skill ability levels. Standard ACD reporting and RT canvases remain in place. I would be happy to chat to you further if I can assist.
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