Expert Agent Selection
Issue 5 January 1998 3-9555-230-024
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 ea ch need or group of
needs. The skills are administered and associated for e ach 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. Exam ples of agents’ skills
are: speaks Spanish, knows about Product X, can handle complaint calls, o r has
access to a particular database. Each of the agent’s skills are rated on a scale of
1-16. The ACD software distributes any call waiting for one of the agent’s Level 1
skills when the agent becomes available. If no ca lls are waiting for a Level 1 skill,
the queued calls for Level 2 skills are distributed to the agent, and so on. Option-
ally, agents can take the highest priority, oldest call in queue, ignoring th e skill
levels.
Up to three different skills can be administered to a Vector Director y Number in a
prioritized manner. The first or primary skill administe red 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 allow ed to handle
calls to that Vector Directory Number.
Logical Agent
Logical Agent associates an agent’s login ID with a particu lar telephone only
when that agent is logged into a particular terminal.
The DEFINITY ECS treats agent login IDs as extension numbers. It ident ifies
agents based on their individual login IDs. Thus, each agent i s 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 t heir skills. Work mode
buttons no longer have particular hunt groups (or skills) assigned to the m. Any
telephone with work mode buttons can be used by any agent.
In addition to skills, the following capabilities are associa ted with agents’ login
IDs.
■

Calls

— calls to the agent login ID reach the agent independent of the
telephone the agent is using.