AltiGen comm ACM 5.1 manual Workgroup Configuration, Skill Based Routing tab

Chapter 22: Workgroup Configuration

The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels of skill needed to handle the variety of a workgroup’s calls.

Skill definitions

Agents who

are assigned to

the selected skill number

Figure 6. Workgroup Configuration, Skill Based Routing tab

Skill number 1 could define the most basic skill and level 9 the most advanced, or vice versa. Or the skill numbers can be used in any other way that works for the way your company does business.

After skill numbers have been defined on this tab, each agent in the workgroup should be assigned a skill number, according to that agent’s knowledge and ability, on the Group Member tab.

Incoming calls can be set to ring agents according to skill number, thus more closely directing the caller to an available agent qualified enough to help the caller, but ideally not over-qualified. You can determine the skill required by the caller and set the SKLR number in several places:

•The auto attendant, depending on the caller’s responses (see “Configuring Menu Items” on page 96)

•The DNIS number the caller dialed, depending on how you have set up your DNIS numbers (see “Defining DNIS Routing” on page 178)

•The caller ID (see “Defining Caller ID Routing” on page 177 )

•The Advanced Call Router—You can define SKLR in each rule entry in the Call Router, and if the Call Router routes a call, SKLR will be set.

•In the SDK—A call's SKLR can be set in some modules, and now, we just support APC interface, that is if a call is connected to an App Ext, this App Ext can set or change the call's SKLR

You can set rules on the Skill Based Routing tab to allow all calls coming into a workgroup to be handled by agents with a lower skill number or a higher skill number than is set for a call. And you can set time-based rules that alter the call’s SKLR to allow either less able agents or over-qualified agents to handle a call so that the caller does not have to wait for an excessive period of time.

AltiWare ACM 5.1 Administration Manual 283