Assigning An Agent To A Skillset; Dynamic Agent Priority - Nortel Call Center Set Up And Operation Manual

Assigning an agent to a skillset

You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for
the skillsets they are assigned to.
Note: Before you can add an agent to a skillset, the skillset must be disabled. For how to
disable a skillset see

Dynamic Agent Priority

If you use Enhanced or Professional Call Center, agents can have different priorities depending on
which skillset they are logged onto. For example, when an agent is a member of the English
skillset, their priority can be 1 because they are fluent in English. The same agent can have a
priority of 3 when they are logged onto the Spanish skillset and, a priority of 6 when they are
logged onto the German skillset.
If the method of call distribution for the skillset is Preferred, the agent with the highest priority
receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most
qualified agents. The default value is 10. For more information about method of call distribution
refer to "Method" on page
To assign an agent to a skillset
1 Start CallPilot Manager.
2 Click the Call Center heading.
3
Click the Skillset List link.
The Skillset List page appears.
4
Click the Agents link for the skillset that you want to add agents to.
The skillset must be configured before the Agents link appears.
The Assigned Agents page appears.
"Disabling a skillset" on page
48.
Chapter 5 Setting up skillsets
64.
Nortel Call Center Set Up and Operation Guide
59