AT&T 555-230-520 manual Skill Preferences Assignments for VDN, VDN 3333 Skill Preferences

Functions and Examples

Now, let’s take a look at the following table, which illustrates the skill preferences assigned for one specific VDN (3333) that is used for the auto club:

Table 10-6. Skill Preferences Assignments for VDN 3333

		VDN 3333 - Skill Preferences
1st:	33	Directed to an agent who is knowledgeable about
		Route Planning and speaks English
2nd:	44	Directed to an agent who is knowledgeable about
		Route Planning and is bilingual
3rd:	99	Directed to an agent who can field all calls

In this table, note that the first VDN skill Preference corresponds to a knowledge area that could be considered a ‘‘subset’’ of the knowledge area represented by the second (and, taking it a step further, the third) Preference. Similarly, the second VDN skill Preference corresponds to a knowledge area that could be considered a "subset" of the knowledge area represented by the third Preference. Such an approach is commonly used to assign VDN skill preferences. The result of this approach is that the longer a call waits, the larger the pool of agents that the ACD considers for handling the call.

Now, recall that the vector number to which each VDN associated with the auto club has already been provided in Table 10-5of this section. A quick glance at the table shows that VDN 3333 points to Vector 3. As such, the skill requirements associated with the VDN are ‘‘passed along’’ to the vector. This process can be illustrated as follows:

PUBLISHED	VECTOR DIRECTORY
NUMBER
Route Planning (English)		NO.	SKILLS
		3333	33	44	99
555-3333

VECTOR 3

1.queue-to main skill 1st pri h

2.announcement 1234

3.queue-to main skill 2nd pri h

4.wait-time 10 secs hearing music

5.queue-to main skill 3rd pri h

Figure 10-2. Example of VDN Skill Implementation

Let’s assume that the English-speaking caller needs information on Route Planning and dials the appropriate number (555-3333). In such a case, the call

Issue 4 September 1995 10-9