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Chapter 3 Tutorials
Description: This field is optional, allowing you to add supplementary information
to the agent. This only appears on the Configuration > ACD > Agent screen.
Enter up to 64 alphanumeric characters.
Click Apply when you are done.
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After you have created all your agents, your agent list should look similar to this:
3.9.3 Create a Skill
The next step is to define our skills. Doing this second allows us to link the agents
we created in the previous section to the skills we're going to create in this
section. It also allows us to later assign these very same skills to the auto
attendant menus when they are, in turn, created.
In the context of the X2002, a skill is a set of rules that define how incoming calls
are sent to the agents who are associated with that skill. For example, if the Acme
Widget company defines "Technical Support" as a skill, then any caller who
presses the key for that skill is immediately forwarded to the first available person
whose agent identity appears on that skill's rule list.
To create a new skill:
Go to the Configuration > ACD > Skill screen.
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X2002 User's Guide
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