Workgroup Configuration
AltiContact Manager Administration Manual
16-13
16
. Workg
roup
Co
nfigur
at
ion
Skill Setting Assignment
The
Skill Setting
tab in Workgroup Configuration allows the system
administrator to define different skill workgroups and then assign different
skill levels for agents for incoming calls, which will ring the lowest
member agent first, from 1 to 9. Levels 1 to 9 can also be described as
proficiency for a skill group for an agent.
The system administrator can create skill set categories, such as “Spanish-
speaking,” which can be assigned to an agent or a group. Calls can then be
queued according to the agent’s call handling knowledge—providing for
faster service and more informed answers.
The settings configured here correspond to the
Skill-Based Routing
option
in the
Call Handling
tab of
Workgroup Configuration
(
see “Setting
Workgroup Handling” on page 16-25
).
Figure 7.
Skill Setting tab, Workgroup Configuration
To set up a skill set:
1.
Select a workgroup in the
Group List
.
2.
Double-click an index number in the Skill Set box or highlight an
index number and click the
Edit
button.
Summary of Contents for AltiContact Manager Version 5.0A
Page 38: ...xxxvi AltiContact Manager Administration Manual...
Page 148: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual...
Page 182: ...Feature Profiles 5 34 AltiContact Manager Administration Manual...
Page 216: ...Configuring the Triton T1 E1 PRI Board 6 34 AltiContact Manager Administration Manual...
Page 314: ...Agent Logout Reason Codes 12 8 AltiContact Manager Administration Manual...
Page 322: ...13 8 AltiContact Manager Administration Manual...
Page 388: ...Setting Queue Management Options 15 24 AltiContact Manager Administration Manual...
Page 442: ...20 4 AltiContact Manager Administration Manual...
Page 446: ...Application Extension Setup 21 4 AltiContact Manager Administration Manual...
Page 510: ...About AltiReach Configuration 26 36 AltiContact Manager Administration Manual...
Page 518: ...Changing TAPI Configuration Parameters 27 8 AltiContact Manager Administration Manual...
Page 526: ...DINA Manager 28 8 AltiContact Manager Administration Manual...
Page 546: ...Technical Training B 6 AltiContact Manager Administration Manual...
Page 558: ...G 12 AltiContact Manager Administration Manual...
Page 576: ...Index I 18 AltiContact Manager Administration Manual...