Split:________________

Primary backup

Secondary backup

Tertiary backup

Customer or caller needs and agent skill sets in the split:

Is agent expertise available? (y/n)

Separate skill sets with EAS? (y/n)

1.________________________________

_________

_________

2.________________________________

_________

_________

3.________________________________

_________

_________

4.________________________________

_________

_________

Split:________________

Primary backup

Secondary backup

Tertiary backup

Customer or caller needs and agent skill sets in this split:

Is agent expertise available? (y/n)

Separate skill set with EAS? (y/n)

1.________________________________

_________

__________

2.________________________________

_________

__________

3.________________________________

_________

__________

4.________________________________

_________

__________