Skill Setting Assignment - Altigen AltiContact Manager Version 5.0 Administration Manual

Skill Setting Assignment

Skill Setting Assignment
The Skill Setting window in Workgroup Configuration allows the system
administrator to define different skill workgroups and then assign different
skill levels for agents for incoming calls, which will ring the lowest
member agent first, from 1 to 9. Levels 1 to 9 can also be described as
proficiency for a skill group for an agent.
The system administrator can create skill set categories, such as "Spanish-
speaking" which can be assigned to an agent or a group. Calls can then be
queued according to the agent's call handling knowledge—providing for
faster service and more informed answers.
The settings configured here correspond to the Skill-Based Routing option
in the Call Handling page of Workgroup Configuration (see "Setting
Workgroup Handling" on page 15-24).
Figure 6. Skill Setting window, Workgroup Configuration
To set up a skill set:
1. Select a workgroup in the Group List window.
2. Double-click an index number in the Skill Set box or highlight an
index number and click the Edit button.
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