314 Glossary
service level calculations for a time period, the ICR considers only calls
that had a service level event during that period. This ensures that each
call is counted only once and during the appropriate time period.
Service level threshold
The number of seconds you set as the maximum time a caller should
wait before being connected with an agent for a specific service. When
you set up a peripheral, you specify a default service level threshold for
all services associated with that peripheral. For example, if you set a
service level threshold of 30 seconds, you want calls to be answered
within 30 seconds. Every call answered within 30 seconds improves the
service level. Calls not answered within the 30 seconds reduce the
service level. See also Service level event.
Simplexed
An arrangement in which a physical device does not have a duplicate,
paired device. If a simplexed device fails, a part of the system might stop
functioning. See also Duplexed.
Simulator. See ACD Simulator.
Skill group
A collection of agents that share a common set of skills, such as being
able to handle customer complaints. A skill group is associated with a
peripheral. An agent can be a member of zero, one, or more skill groups
(depending on the peripheral). See also Enterprise skill group.
Skill target
A target at a peripheral to which a call can be routed. A skill target can
be a service, skill group, agent, or translation route.
Note that peripheral target refers to a trunk group and DNIS value.
Skill target refers to the entity at the peripheral to which the call is
dispatched.
Skills-based routing
A concept whereby calls are routed to agents based on the skills those
agents have. You can construct skill groups that contain agents who
share a common set of skills. You can also assign priorities to the skills
in each agent profile. For example, an agent might have a priority 1
assignment for handling calls from Spanish-speaking callers; however,
that same agent might have a priority 3 assignment for handling Sales
calls. Calls can then be routed to the skill group that has the appropriate
level of expertise to handle the call. The ICR implements skills-based
routing at the network level rather than just within a peripheral. This
allows the ICR to examine skill groups on all peripherals before
deciding where to route the call.