Reservations

When using Skills based Routing (a Queues Membership is defined by Skills) normally an Agent is associated with Queues through matching Skills. if an agent has a Skill and a Queue has the same Skill requirement then the agent will be associated with that Queue.

When Teams are used, the Agent's Queues are further reduced to the Queues associated with the Team.

Reservations provide a method to further control the Skills an Agent uses when logged in.

Roster

When an Agent is Rostered to a Team, as well as the Team's Queue filters being applied, the Agents Skills are also filtered by the Team's Skill filters.

For a Rostered Agent in a Team to be in a specific Queue/Threshold:

• The Queue must be in the Team
• The Agent must have a common skill that is in both the Treshold and Team.

Reservation

Reservations add a further dimesion to the control over the Agent's Queue association

When an Agent is Rostered to a Team via a Reservation, the Agent's Skills are filter by the Reservation's Skills instead of the Team's Skills. This is used to associate the Agent with different Queues or Queue-Thresholds as can be seen below.

For a Rostered Agent in a Reservation to be in a specific Queue/Threshold:

• The Queue must be in the Team
• The Agent must have the a common skill that is in both the Threshold and Reservation.