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.