Call Priority and Skilling Process Print

Modified on: Wed, 13 May, 2020 at 8:34 AM

Call Priority and Skilling Process

Ad Hoc

Resource Management handles queue prioritization and skilling requests within the ticketing system on resourcemanagement.snapfinance.com

To request a change to skilling or priority, a supervisor or above must submit a ticket to the appropriate form (Skilling Requests for skilling and InContact Admin for queue priority)

All permanent changes must get approval from Technology Resource Manager through the ticketing system.

Audits

Nightly WFI rule runs to reactivate any deactivated skills.

RM to run a monthly audit on skilling which will be documented on the RM Sharepoint.

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