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Expert Agent Selection
Issue 5 January 1998
3-9555-230-024
Call Distribution Based on Skill
Calls that require certain agent skills (such as “speaks Spanish” or “knowledge-
able about Product X”) can be matched to an agent who matches the required
skill. You can assign one of up to 600 skill numbers to each need or group of
needs. The skills are administered and associated for each of the following:
■ Vector Directory Numbers
■ Agent Login IDs
■ Callers
This refined skill definition capability allows you to organize call handling based
on customer, product, and language, for example.
You can assign agents up to four skills or sets of skills. Examples of agents’ skills
are: speaks Spanish, knows about Product X, can handle complaint calls, or has
access to a particular database. Each of the agent’s skills are rated on a scale of
1-16. The ACD software distributes any call waiting for one of the agent’s Level 1
skills when the agent becomes available. If no calls are waiting for a Level 1 skill,
the queued calls for Level 2 skills are distributed to the agent, and so on. Option-
ally, agents can take the highest priority, oldest call in queue, ignoring the skill
levels.
Up to three different skills can be administered to a Vector Directory Number in a
prioritized manner. The first or primary skill administered to a Vector Directory
Number would be the skill that is required or desired to service a call to that Vec-
tor Directory Number. The second and third skills are optionally administered to a
Vector Directory Number and represent other skills that are allowed to handle
calls to that Vector Directory Number.
Logical Agent
Logical Agent associates an agent’s login ID with a particular telephone only
when that agent is logged into a particular terminal.
The DEFINITY ECS treats agent login IDs as extension numbers. It identifies
agents based on their individual login IDs. Thus, each agent is no longer associ-
ated with a particular telephone. Agents can use any console and multiple
agents can use the same console on different shifts.
Agents use a single set of agent work mode buttons for all their skills. Work mode
buttons no longer have particular hunt groups (or skills) assigned to them. Any
telephone with work mode buttons can be used by any agent.
In addition to skills, the following capabilities are associated with agents’ login
IDs.
■
Calls
— calls to the agent login ID reach the agent independent of the
telephone the agent is using.