AltiGen comm ACM 5.1 manual Examples, Equal or Higher than Sklr of Incoming Call

Chapter 22: Workgroup Configuration

this type of call. For example, you can set a regular call's SKLR to 1 and a preferred customer's SKLR to 3. Calls from preferred customers can be answered by agents with skill level 3, 2, and 1 while regular calls can only be answered by agents with skill level 1.

•Equal or Higher than SKLR of Incoming Call

Any agent whose skill number is equal to or higher than the SKLR of the incoming call may handle this call. Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number matches the SKLR. Set the SKLR (see page 283) as if you were setting a minimum skill level requirement for the call. For example, say a technical support group has agents with skill level 1 (beginner), 2 (intermediate), and 3 (expert). If you select the "Equal or Higher" option, calls with SKLR 2 will be queued for an agent with skill level 2 or 3.

3.To increase coverage of calls, check the Enable SKLR Expansion check box. (This check box is available if you selected the Equal or Lower option or the Equal or Higher option.)

4.For each level, specify the number of seconds a call can be in queue before the system will include the next level of agents in the pool of agents who may handle the call. Either use the Up/Down arrows or type in a number from 1-999.

Examples

Example 1: Coverage rule is Equal or Lower and Enable SKLR Escalation is checked.

The above configuration means:

1.When a caller with SKLR 1 is waiting in queue for 30 seconds, the caller's SKLR will be escalated to 2. Agents with skill levels 1 and 2 are able to handle the call.

2.If the caller stays in queue for more than 60 seconds, the caller's SKLR will be escalated to 3. Agents with skill levels 1, 2, and 3 are able to handle the call.

3.If the caller stays in queue for more than 90 seconds, the caller's SKLR will be escalated to 9 because all other escalation wait times are set to 0 seconds. The call will be distributed any idle agent in the workgroup.

AltiWare ACM 5.1 Administration Manual 285