Skill-Based Rule Example 2 - Altigen MaxACD Administrator Manual

Figure 18-10. Example: Skill-based Routing rules, Equal or Lower
The above configuration means:
1. When a caller with SKLR 1 is waiting in queue for 30 seconds, the caller's SKLR will
be escalated to 2. Agents with skill levels 1 and 2 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be
escalated to 3. Agents with skill levels 1, 2, and 3 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be
escalated to 9 because all other escalation wait times are set to 0 seconds. The call
will be distributed any idle agent in the workgroup.

Skill-Based Rule Example 2

Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked.
Setting Up Skill Based Routing
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