AT&T 555-230-520 manual Warranty Service with EAS Agent Skills are set up as follows

Warranty Service (with EAS)

The agent Skills are set up as follows:

Table 11-5. Agent Skills for the Warranty Service Call Center

				Agent Skills
Agent		Primary				Secondary
Jan	42		40		41		30
Judy	100		--		--		--
Sam	31		--		--		--
Sue	32		--		30		--

Once Skills are assigned to VDNs and to agents, calls are directed to the appropriate vector.

The goal of the warranty service call center is to answer 80 percent of the incoming calls within 20 seconds. Accordingly, if a call directed to a vector is not answered by the time the announcement finishes, a second group of agents is viewed, thus enlarging the agent pool. If the call is not answered within the following 10 seconds, a third group of agents is viewed.

Since the call center has only a few bilingual agents, the center’s management wants to reserve these agents for Spanish-speaking callers. This can be done by giving Spanish-speaking callers a higher priority in the vector or by assigning a higher priority to Spanish Skills. Also, if a Spanish-speaking caller waits more than 30 seconds for service, a supervisor of the Spanish-speaking Skills takes the calls.

The following two figures illustrate the setup for the warranty service call service. Specifically, the figures show the vectors and call flows for callers with a broken washer or dryer. Separate vectors are used to provide an announcement in Spanish and in English (see Step 2). The same two vectors can be used for callers with broken dishwashers and refrigerators.

The first figure shows how the call comes into the network and is then directed to the appropriate VDN, which in turn points to the appropriate vector. For each VDN, the corresponding VDN Skills are indicated.

Issue 4 September 1995 11-17