AT&T 555-230-520 manual Agent Name Skill Skill Assigned

Setting Up a Call Center

It is strongly recommended that an agent with Direct Agent status be assigned a ‘‘Direct Agentskill’’ as the primary skill (see the following table). This way, Direct Agent calls will not be sharing queue slots with other skill calls.

8.Determine which agents you want to answer calls in each skill hunt group. On the switch, assign each agent up to four skills, and assign each skill a primary or secondary status.

The agent always answers primary calls before secondary. If you want to give preference to some call types, assign them primary status. Primary can be thought of as expertise level, too, so route to these agents first when multiple agents are available. See "EAS Worksheet #5: Agent Skills Worksheet Generic 3".

The following table illustrates skill status assignments:

Agent Name	Skill			Skill Assigned
Randy Tyler	12		— Sales CA	Primary
	10		— Sales Coast	Sec ondary
	22		— Sales TX	Sec ondary
Cathy Smith	21		— Sales CO	Primary
	23		— Sales NM	Primary
	1	— Sales West		Sec ondary
Carla Silva	30		— Service	Primary
	4	— Claims		Secondary
	40		— Spanish	Secondary
Trish Carara	53		— S panish	Primary
	Claims
	4	— Claims		Primary
	8	— Service/C laims		Secondary

NOTE:

This table indicates a small sample of agents in the call center.

Agent skill assignments can be modified from within CMS: ACD

Administration: Change Agent Skills. The agent must log out (if he or she is already logged in) and then log back in for the changes to take effect.

9.On the switch or in CMS: ACD Administration: Vector Contents, write your

vectors. See "EAS Worksheet #7: Vector Design Worksheet".

Your vectors should match your call center objectives. To meet these objectives, you must make a number of relevant decisions (for example, you must decide how soon you want to enlarge an agent pool or what kind of treatment the caller should receive). If your VDN and vector reports do not satisfy your call center objectives, you must consider your alternatives

J-14Issue 4 September 1995