AT&T 555-230-520 manual Example of Agent Skill Assignments Skills Assigned

Expert Agent Selection

hunt group that the agent is logged in to. If you wish to use a separate skill as a direct agent skill, you must ensure that this skill is the first skill administered for all agents who receive direct agent calls.

The following table illustrates the assignment of agent skills.

NOTE:

Refer to Table 10-4for a description of the skills indicated in the following table.

Table 10-7. Example of Agent Skill Assignments

Agent		Skills Assigned
Jan O’Hara	22 P	44 S
Sam Thomas	99 P
Sue Carlson	22 P	11 P 44 S 33 S
Mark Davis	44 P
Amy Brown	44 P	22 S

Table 10-7indicates the skills assigned to five specific agents. Remember, a maximum of four agent skills may be assigned to any one agent. From the figure, we see that four agent skills (22, 11, 44, 33) are assigned to Sue Carlson. These assignments indicate that Sue is bilingual and can service callers who need emergency road service or information on route planning. On the other hand, we see that only one agent skill (99—Superg roup) is assigned to Sam Thomas. This means that Sam is serving only as a backup.

In the figure, a ‘‘P’’ or ‘‘S’’ next to the skill number indicates whether the agent skill is a primary skill or a secondary skill. For example, Jan O’Hara has ‘‘Emergency Road Service-Bilingual’’ as a primary skill and ‘‘Route Planning-Bilingual’’ as a secondary skill. This means that whenever Jan O’Hara becomes available for an ACD call, the ACD software first looks for English-speaking callers requesting information on ‘‘Emergency Road Service’’ from the agent. Only if there are no callers requesting ‘‘Emergency Road Service’’ does the ACD software look for English-speaking callers requesting information on ‘‘Route Planning.’’

For any given application, EAS puts no restrictions on which agent skills can be assigned to an agent.

NOTE:

Agent skills are administered by completing the Agent Login ID form. This form is presented in the "ACD Login ID Dialing" section later in this chapter. Complete instructions for completing the form are provided in DEFINITY Communications System Generic 3 Implementation, 555-230-653.

10-12Issue 4 September 1995