VDN skill preference data is collected to provide information on what groups of agents (skills) are handling calls and on how effectively each skill group handles a particular VDN.

Real-time and historical VDN Skill Preference reports can be used to compare the percentage of calls being answered by the 1st, 2nd, and 3rd VDN preferences against an objective. If too few calls are being answered by the 1st skill preference, the vector can be adjusted to allow more time for the 1st skill preference group to answer calls; another alternative is to train or hire more agents with the 1st skill preference.

You can use VDN skill preference data to compare the average talk time and average ACW time for agents in the 1st, 2nd, and 3rd skill groups. If these times vary too much across groups, more training is required for the backup groups, that is, the 2nd and 3rd skill groups.

VDN skill preference data is tracked according to the skill preferences (1st, 2nd, 3rd) assigned to the VDN. Whenever a vector step either references a 1st, 2nd, or 3rd skill or specifies a skill number that matches the 1st, 2nd, or 3rd skill administered, the new database items are tracked. For example, if VDN 1000 has Skills 21, 22, and 23 administered as the 1st, 2nd, and 3rd skills, respectively, and if the vector associated with VDN 1000 has a queue to main skill 22 step, tracking occurs for the 2nd VDN skill preference if the call is answered by an agent in Skill 22. Skill preference tracking also occurs for Skills 21 and 23. This allows users who prefer to specify the actual skill number in the vector to take advantage of the tracking for VDN skill preferences.