Nortel Express User Manual page 89

March 2005
Changing skillset assignments
You assign and change agent to skillset assignments and priority levels on the
Agent/Skillset Assignment window.
You may need to temporarily assign agents to different skillsets for the
following reasons:
for early morning and late evening shifts, when few agents are available
!
to cover other agents' coffee and lunch breaks
!
to cover agents who are sick, on vacation, or on a course
!
Example
Mark Schultz, an agent in BestAir's Cargo Tracing skillset, is off sick. This has
left the skillset understaffed, particularly from 10:00 a.m. to 4:00 p.m., the
skillset's busiest time. For that period, the call center manager decides to
temporarily assign Rose Stefanopolis (who has worked in this skillset before) to
the Cargo Tracing skillset. When Mark returns, Rose is removed from the
skillset.
To change agent to skillset assignments, follow the procedure in "Configuring
agent to skillset assignments" on page 90.
Call Center Management Guide
Configuring skillsets
89