This section describes how you can manage the skills assigned to agents. A skill assigns routing priority to certain agents over others or completely limits routing to specific agents. These skills are assigned to exit points of an interactive voice response (IVR) through the Messages editor and represent an agents' ability to handle customer language, business line, value of account, or other factors. Expand below to learn more:
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You can view all added agent skills in the Agent Skill editor. The basic settings are defined here.
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A skill without agents offers no preferential routing. Agents can be mapped while the skill is being created or by double-clicking an existing skill. Move eligible agents to the right column by:
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