Setting Rules For Skill Based Routing - Altigen ACM 6.7 Administrator's Manual

You can set rules on the Skill Based Routing tab to allow all calls coming into a
workgroup to be handled by agents with a lower skill number or a higher skill number
than is set for a call. And you can set time-based rules that alter the call's SKLR to allow
either less able agents or over-qualified agents to handle a call so that the caller does
not have to wait for an excessive period of time.
Note: For the settings configured on the Skill Based Routing tab to take effect, you
must select the Skill-Based Routing option on the Call Handling tab of the
Workgroup Configuration window (see "Setting IntraGroup Call Distribution" on
page 285).
To define a skill for a workgroup:
1. Select a workgroup in the Group List.
2. Double-click a skill number in the Skill Definition list, or select a skill number and
click the Edit button.
3. In the Skill Level Name dialog box, enter the skill name in the Description field,
then click OK.
Figure 131. Skill Level Name dialog box
The description appears in the Skill Definition list for that skill number.

Setting Rules for Skill Based Routing

The Skill Coverage Rule on the Skill Based Routing tab establishes the pool of agents
who can handle a particular workgroup call, based on the SKLR setting for that call. The
group may comprise:
• Only agents assigned that skill number
Agents with a given skill number and lower
•
Agents with a given skill number and higher
•
This setting must be configured.
To further help ensure that a workgroup is handling calls in a timely manner, you can
specify how many seconds a caller can be in queue before opening the call to agents with
the next skill number up or the next skill number down, in successive steps.
To set skill-based routing rules:
1. In the Workgroup Configuration window, Skill Based Routing tab, select the
workgroup for which you want to set the rules.
2. Select an Agent's Coverage Rule
• Exact Match SKLR of Incoming Call
Only agents whose skill number matches the SKLR of the incoming call can answer
the call. For example, if you have three callers with SKLR equal to 2 in the
workgroup queue, and all agents with skill level 2 are busy, and there are agents
with skill level 1 and 3 who are idle, the system will keep the callers in queue
waiting for an agent with skill level 2 to be available.
Setting Up Skill Based Routing
MAXCS ACM 6.7 Administration Manual 275