AT&T 555-230-520 manual

Expert Agent Selection

To illustrate this, let’s first modify and expand on the Auto Club Skill Table (Table

10-4)presented earlier in this chapter:

Table 10-8. Modified Skill Table for the Auto Club

Supergroup-99

Emergency Road Service-		Route Planning-
Bilingual-88		Bilingual-77
English-66	Spanish-55	English-44	Spanish-33
Bostonian-11	Castilian-13	Bostonian-15	Castilian-17
New Yorker-12	South American-14	New Yorker-16	South American-18

Besides a new skill numbering scheme, our modified skill table has four levels instead of the three levels provided in Table 10-4.Except for the skill numbering scheme, the top two levels (Supergroup-99 and Emergency Road Service- Bilingual-88/Route Planning-Bilingual-77) remain unchanged. However, note that the next level has been reorganized into segments to indicate the ability to speak English or Spanish. Finally, note that a new level has been added to denote particular types of accents or pronunciation in English and Spanish.

Now, let’s take a look at the following table, which illustrates how some of the skills in the preceding table are administered to one relevant VDN (1616):

Table 10-9. Skill Preferences Assignments for VDN 1616

VDN 1616 - Skill Preferences

1st:

2nd:

3rd:

16

44

77

Knows about Route Planning, speaks English, has New Yorker accent

Knows about Route Planning, speaks English

Knows about Route Planning, is bilingual

10-16Issue 4 September 1995