AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 278)

Chapter 22: Workgroup Configuration
262 MaxCS 7.5 Administration Manual
Operational Limitation
When configuration Skill based routing, be aware of a known operational limitation with queue announce-
ments. If the announcement is shorter than the escalation time, then the system escalates the call at the end
of the announcement instead of waiting for the escalation time to expire.
Defining Skills for a Workgroup
1. Select a workgroup in the Group List.
2. Double-click a skill number in the Skill Definition list, or select a skill number and click the Edit button.
3. In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK.
Figure 155. Skill Level Name dialog box
The description appears in the Skill Definition list for that skill number.
Setting Rules for Skill Based Routing
The Skill Coverage Rule on the Skill Based Routing tab establishes the pool of agents who can handle a
particular workgroup call, based on the SKLR setting for that call. The group may comprise:
• Only agents assigned that skill number
• Agents with a given skill number and lower
• Agents with a given skill number and higher
This setting must be configured.
To further help ensure that a workgroup is handling calls in a timely manner, you can specify how many
seconds a caller can be in queue before opening the call to agents with the next skill number up or the next
skill number down, in successive steps.
To set skill-based routing rules,
1.
In the Workgroup Configuration window, Skill Based Routing tab, select the workgroup for which you
want to set the rules.
2. Select an Agent’s Coverage Rule
• Exact Match SKLR of Incoming Call
Only agents whose skill number matches the SKLR of the incoming call can answer the call. For ex-
ample, if you have three callers with SKLR equal to 2 in the workgroup queue, and all agents with skill
level 2 are busy, and there are agents with skill level 1 and 3 who are idle, the system will keep the
callers in queue waiting for an agent with skill level 2 to be available.
• Equal or Lower than SKLR of Incoming Call
Any agent whose skill number is equal to or lower than the SKLR of the incoming call may handle this
call. Agents with the lowest skill number are rung first. With this option, that would be agents whose
skill number is 1. Set the SKLR (see Skill Based Routing) as if you were setting a ceiling on the resourc-
es you are willing to use for this type of call. For example, you can set a regular call's SKLR to 1 and a
preferred customer's SKLR to 3. Calls from preferred customers can be answered by agents with skill
level 3, 2, and 1 while regular calls can only be answered by agents with skill level 1.