I run a call center with several different departments. We have some agents who have been cross-trained in departments other than their home department. Some of those departments are closed on weekends or close earlier than others throughout the week. How can I reset the skill/priority level based on time of day or day of week? The problem I run into especially on the weekend is that the logic I use holds 2 agents in available for department A before routing a call from department B to them. This is done to protect service level for department A while still offering some assistance to department B. Let’s take an average weekend for example when I have 3 agents staffed: I have 1 agent that takes calls back to back while the other two agents are sitting in available. This is because department B is closed and no calls are coming in and those two agents still have the skill and the logic holds them in available for the whole day. Well, until I manually adjust their skill levels it does anyhow. So how do I get the skills or the priority level of the skill to change based on time of day or based on day of week?
You should use a combination of the hour/day object in IRD. Probably will be a kinda complicated strategy for a newbie but not too hard.
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Cav,
Yep, you’re right again…
Any chance of you helping Tony put a good example in the Rough Guide? I think this is a critical “how to” for those in NAmerica.
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Time my friend is something that I have a lack of right now 
But will try to do something and see how to make it available 
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