User Proficiency by Business Roles
The ability to customize proficiency for each of the user's assigned business roles. Allowing the client to customize what each proficiency setting is or by using group averages.
This could then be used when scheduling agents for workload to schedule less agents than req when the agents that are being scheduled are more proficient or by scheduling more agents than the FTE required when scheduling agents that have a lower proficiency.
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AdminMariana Klemp
(Product Owner, Playvox)
shared this idea