Agent Skill allows managers to classify agents for preferential routing of inbound or outbound traffic based on an attribute the agents may possess, the type of clients they handle, or their proficiency (level of expertise) handling certain call traffic. For example, managers may assign skills based on multi-language capabilities or strong collection experience and link them to accounts that require these qualifications. The logic that specifies which accounts or calls will utilize a given skill is defined at the message level and is applied based on the service group type of the service contributing to the call traffic.
Skills/Agent associations can be mapped by skill or by agent for ease of use.
Mapping by Skill
- To specify agents assigned to a skill navigate to Configure > Agents > Agent Skill. This is useful for when a new skill is made and many agents need to be added.
- Double-click on the Agent Skill row to map agents to the selected skill. The below window appears.
- Search required agent(s).
- Select one or multiple agents from the Available Agent(s) column and transfer to the Assigned Agent(s) column using the arrows. Click single right arrow to move selected agents to Assigned Agent(s) column. Choose double right arrow to move all agents to Assigned Agent(s) column.
- Click the Ok button and then the Save button.
Mapping by Agent
To assign an agent to the selected agent skill:
- Navigate to Configure > Agents > Agents. Double-click the required Agent row.
- Select the Agent Skill tab.
- Select a proficiency level. Proficiency 1 is the highest (will receive calls first) while 10 is the lowest.
- Click on the skill from the Available column to move to the Assigned column. Click the Assign All and Remove All buttons to move all the skills from one column to the other.
- Click the Ok button and then the Save button.