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Glossary:Multi-Skilled Agent

An agent who is qualified to work on multiple activities, and who may therefore be performing various different types of work during a shift. Multi-skilled agents can increase contact-center efficiency greatly. However, if multi-skilled agents are receiving more interaction types than they can handle productively, you can control the types of activities that they perform during specific parts of the day, by using task sequences.


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This page was last modified on November 18, 2013, at 17:11.