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Issue 4 September 1995 10-1
10
Expert Agent Selection
Introduction
Expert Agent Selection (EAS) allows Call Center managers to provide the best
possible telephone service to the caller by matching the needs of the caller with
the skills or talents of the agents. Caller needs and agent skills are matched via
Call Vectoring. Skills can be thought of as needs or desires on the part of the
caller and also the abilities or talents of the agent.
Matching the call to an agent with the appropriate skills reduces transfers and
call-holding time. Accordingly, customer satisfaction is increased. Also, since
an entire agent group need not be trained at the same time for the same skills,
employee satisfaction is increased.
EAS requires ACD and Call Vectoring. All of the existing ACD features and Call
Vectoring capabilities can be used within EAS applications.
As with Call Vectoring calls, EAS calls are directed to VDNs, which in turn point to
vectors. However, unlike Basic Call Vectoring, skills can be assigned in EAS to
VDNs, or they can be associated with vector steps to represent caller needs. As
for Call Vectoring calls, EAS calls are queued to ACD hunt groups. However,
with EAS enabled, ACD hunt groups are called ‘‘skill hunt groups’’ instead of
‘‘splits.’’
Skill hunt groups deliver calls to EAS agents. Agent skills are administered on the
Agent LoginID form, usually by the switch administrator.
NOTE:
These are the same login IDs used by CMS (R3V2 and later releases) and
BCMS (G3V3 and later releases).