Expert Agent Selection (EAS) agents or supervisors can use Add/Remove Skills to add a new skill or remove an assigned skill.
A skill is a numeric identifier in Communication Manager that refers to agent ability. For example, you can assign a Spanish-speaking skill with an identifier number 20 to an agent who speaks Spanish. The agent adds skill 20 to the set of working and already administered skills. If a customer needs a Spanish-speaking agent, Communication Manager routes the call to the agent. Skills are typically expressed as 4–digit values.
Agents or supervisors use Feature Access Codes (FACs) to add or remove skills. When supervisors change skills, agents receive notifications through an administered Alert Agent/Change (alrt-agchg) lamp on the phone.
Agents and supervisors can use the following indicators to determine whether to add or remove skills:
For addition of skills, agents and supervisors must type the skill level or the reserve level if Business Advocate is active.
