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Expert Agent Selection
10-12 Issue 4 September 1995
hunt group that the agent is logged in to. If you wish to use a separate skill as a
direct agent skill, you must ensure that this skill is the first skill administered for all
agents who receive direct agent calls.
The following table illustrates the assignment of agent skills.
NOTE:
Refer to Table 10-4 for a description of the skills indicated in the following
table.
Table 10-7 indicates the skills assigned to five specific agents. Remember, a
maximum of four agent skills may be assigned to any one agent. From the figure,
we see that four agent skills (22, 11, 44, 33) are assigned to Sue Carlson. These
assignments indicate that Sue is bilingual and can service callers who need
emergency road service or information on route planning. On the other hand, we
see that only one agent skill (99—Supergroup) is assigned to Sam Thomas. This
means that Sam is serving only as a backup.
In the figure, a ‘‘P’’ or ‘‘S’’ next to the skill number indicates whether the agent skill
is a primary skill or a secondary skill. For example, Jan O’Hara has ‘‘Emergency
Road Service-Bilingual’’ as a primary skill and ‘‘Route Planning-Bilingual’’ as a
secondary skill. This means that whenever Jan O’Hara becomes available for an
ACD call, the ACD software first looks for English-speaking callers requesting
information on ‘‘Emergency Road Service’’ from the agent. Only if there are no
callers requesting ‘‘Emergency Road Service’’ does the ACD software look for
English-speaking callers requesting information on ‘‘Route Planning.’’
For any given application, EAS puts no restrictions on which agent skills can be
assigned to an agent.
NOTE:
Agent skills are administered by completing the Agent Login ID form. This
form is presented in the "ACD Login ID Dialing" section later in this chapter.
Complete instructions for completing the form are provided in
DEFINITY
Communications System Generic 3 Implementation
, 555-230-653.
Table 10-7. Example of Agent Skill Assignments
Agent Skills Assigned
Jan O’Hara 22 P 44 S
Sam Thomas 99 P
Sue Carlson 22 P 11 P 44 S 33 S
Mark Davis 44 P
Amy Brown 44 P 22 S