A skill is an attribute that is:
A skill hunt group is administered for each skill. A skill hunt group is a set of agents trained to meet particular customer needs.
Generally, if the ability Spanish-speaking
is assigned to skill 127, for example, it follows that agent skill 127 and VDN skill 127 both signify Spanish-speaking
. However, note that the agent skill can be assigned a skill term that is broader than that for the corresponding VDN skill. For example, agent skill 127 can be labeled bilingual
for agents that can handle calls in English and Spanish.
Skills for an application are shown in the following table, which presents a very abbreviated example of such a skill distribution for an automobile club.
Supergroup-99 |
Emergency road service-bilingual-22 |
Route planning-bilingual-44 |
Emergency road service-English-11 |
Route planning-English-33 |
In the table, five skills are defined. Each skill indicates knowledge or an ability on the part of the agent or a need for knowledge on the part of the caller. More than one of the skill can be attributed to the agent according to the agent’s expertise with the corresponding highway services and the language-speaking ability.
The table is arranged in such a manner that the agents at the top level have the broadest knowledge, that is, the agents can handle emergency road service and route planning calls and can speak Spanish. The top level skill group is called Supergroup and the group contains agents who, as a group, can take any type of call regarding the automobile club. Accordingly, this skill group serves as a backup skill group. As you descend through the table, each sublevel corresponds to a group of agents who have more specific skills and can therefore take more specialized calls.
Calls can be distributed to the most-idle agent by using either the Uniform Call Distribution (UCD) option or the Expert Agent Distribution (EAD) option. UCD distributes calls from the skill hunt group to the most-idle agent who has this skill assigned at any priority level. This scenario provides a more even distribution to calls and therefore keeps agents equally busy. EAD distributes calls from the skill hunt group to agents to an available agent who has the highest skill level. Skills that are assigned to an agent at higher skill levels indicate a higher level of expertise or preference by the agent than any lower skill level skills that are assigned to that agent. EAD distribution provides the caller with the best or most expert agent match.
Agents are usually given a preference for higher skill level calls. However, the system can be administered to give agents a preference for the greatest need call. The greatest need call is the highest priority oldest call waiting for any of the agent’s skills.
Multiple Call Handling on Request and Forced Multiple Call Handling make it possible for an agent to receive additional ACD calls either after putting a call on hold, or when active on another ACD call. Forced Multiple Call Handling can be used to give priority to an ACD call over an in-progress non-ACD call, or to give priority to a call from one skill over an in-progress call from a different skill.
To administer skills, set the Skill, ACD, and Vector fields to y. Instructions for completing the Hunt Group screen are included in Administering Avaya Aura® Communication Manager.
