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54 Chapter 5 Setting up skillsets
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Assigning an agent to a skillset
You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for
the skillsets they are assigned to.
Dynamic Agent Priority
If you use Call Center Professional on Business Communications Manager, agents can have
different priorities depending upon which skillset they are logged on to. For example, when an
agent is a member of the English skillset, their priority can be 1 because they are fluent in English.
The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a
priority of 6 when they are logged on to the German skillset.
If the method of call distribution for the skillset is Preferred, the agent with the highest priority
receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most
qualified agents. The default value is 10. For more information about method of call distribution
refer to
“Method” on page 44.
To assign an agent to a skillset
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Agents link for the skillset that you want to add agents to.
The skillset must be configured before the Agents link appears.
The Assigned Agents page appears.
Note: Before you can add an agent to a skillset, the skillset must be disabled. For how to
disable a skillset see
“Disabling a skillset” on page 59.