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Status Under review
Created by Kaci Joslin
Created on Aug 26, 2022

Allow Agents to Schedule Commitments for Skills Not Assigned to Them

Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time.

As it is, you can only schedule commitments for skills that you have assigned to yourself.

Having the ability to assign callbacks for other skill groups would be a huge time saver and eliminate much of the manual work that our team is doing now.