Overview - Nortel Express User Manual

Configuring skillsets

Overview

Introduction
When you first create a skillset, there are no agents assigned to it. You must
create agent to skillset assignments so that calls can be directed to the right
agents. Each agent has a priority level for each skillset. You can assign agents to
one or more skillsets.
Skillset priority
The skillset priority determines which call is presented to an agent first. If calls
are queued for two or more of the skillsets to which an agent belongs, then the
system checks the skillset priority for the agent to determine which call to
present first.
Symposium Express Call Center provides four levels of skillset priority: 1 is the
highest level and 4 is the lowest level. If an agent has a priority of 0 for a skillset,
then the agent is not assigned to that skillset.
Example
James Jones is a member of three skillsets: Bookings, Vacations, and Europe.
He is one of only two agents who can answer calls about European vacations.
The Vacations skillset contains 8 agents, and the Bookings skillset contains 20
agents.
Since there are so few agents who can answer questions about European travel,
when James was assigned to the Europe skillset, the skillset was assigned a
priority of 1. There are more agents to answer questions about vacations, so the
Vacations skillset is assigned a priority of 2. Since many agents can help with
bookings, the Bookings skillset has the lowest priority for James
When James finishes talking to Sandra, four calls are queued: two in the
Bookings skillset, one in the Vacations skillset, and one in the Europe skillset.
Since the Europe skillset has the highest priority, the call queued to that skillset
is presented to James.
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Symposium Express Call Center