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iService User Guide

Navigation: Introduction

Assigning Interactions

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RoutngGetNextThere are three ways to assign questions in iService: you can assign a question to yourself, someone else can assign a question to you, or the system can assign a question to you. iService uses service levels to determine the priority of each question. This service level is used along with a skills-based routing process to deliver messages to the right agents at the right time.




tog_plus        Service levels & Skills


tog_plus        Assigning questions to yourself


tog_plus        Assigning questions to others


tog_plus        Questions assigned by iService


tog_plus        Assigning chats

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