
Expert Agent Selection
Call Distribution Based on Skill
Calls that require certain agent skills (such as “speaks Spanish” or “knowledge- able about Product X”) can be matched to an agent who matches the required skill. You can assign one of up to 600 skill numbers to each need or group of needs. The skills are administered and associated for each of the following:
■Vector Directory Numbers
■Agent Login IDs
■Callers
This refined skill definition capability allows you to organize call handling based on customer, product, and language, for example.
You can assign agents up to four skills or sets of skills. Examples of agents’ skills are: speaks Spanish, knows about Product X, can handle complaint calls, or has access to a particular database. Each of the agent’s skills are rated on a scale of
Up to three different skills can be administered to a Vector Directory Number in a prioritized manner. The first or primary skill administered to a Vector Directory Number would be the skill that is required or desired to service a call to that Vec- tor Directory Number. The second and third skills are optionally administered to a Vector Directory Number and represent other skills that are allowed to handle calls to that Vector Directory Number.
Logical Agent
Logical Agent associates an agent’s login ID with a particular telephone only when that agent is logged into a particular terminal.
The DEFINITY ECS treats agent login IDs as extension numbers. It identifies agents based on their individual login IDs. Thus, each agent is no longer associ- ated with a particular telephone. Agents can use any console and multiple agents can use the same console on different shifts.
Agents use a single set of agent work mode buttons for all their skills. Work mode buttons no longer have particular hunt groups (or skills) assigned to them. Any telephone with work mode buttons can be used by any agent.
In addition to skills, the following capabilities are associated with agents’ login IDs.
■Calls — calls to the agent login ID reach the agent independent of the telephone the agent is using.
Issue 5 January 1998 |