Expert Agent Selection

It is recommended that the 1st skill administered to a VDN be the skill required or desired to service a call to that VDN. The 2nd and 3rd skills administered to a VDN should represent other skills that are allowed to handle calls to that VDN. All skills to a VDN are optionally administered.

The following table illustrates how skill preferences can be assigned to the five VDNs used for the auto club that we discussed earlier. For each VDN, the corresponding call type and the number of the vector to which the VDN points are indicated. Be sure to refer back to Table 10-4for a description of each skill.

Table 10-5. Example of VDN Skill Preferences Assignments

 

 

 

Skill Preferences

 

Call type

VDN

1st

2nd

3rd

Vector

General number

5555

 

 

 

1

Emergency Road

1111

11

22

99

3

Service (English)

 

 

 

 

 

Emergency Road

2222

22

 

99

2

Service (Spanish)

 

 

 

 

 

Route Planning

3333

33

44

99

3

(English)

 

 

 

 

 

Route Planning

4444

44

99

 

2

(Spanish)

 

 

 

 

 

 

 

 

 

 

 

From the table, note that two VDNs point to Vector 3, two VDNs point to Vector 2, and one VDN points to Vector 1. Note also that a 1st and 3rd VDN skill Preference, but no 2nd VDN skill Preference, are assigned to VDN 2222. Such a scenario implies that the call to this VDN (if not already answered) will wait longer before queuing to the backup skill (Supergroup-99, in our example), provided the vector is designed to execute accordingly.

10-8Issue 4 September 1995

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Image 148
AT&T 555-230-520 manual Example of VDN Skill Preferences Assignments Call type, 1st 2nd 3rd Vector