Altigen AltiWare ACM 5.1, Administration Manual

Page: 299 / 454

Chapter 22: Workgroup Configuration
AltiWare ACM 5.1 Administration Manual 285
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.
•
Equal or Higher than SKLR of Incoming Call
Any agent whose skill number is equal to or higher 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 matches the SKLR. Set the
SKLR (see page 283) as if you were setting a minimum skill level requirement for
the call. For example, say a technical support group has agents with skill level 1
(beginner), 2 (intermediate), and 3 (expert). If you select the "Equal or Higher"
option, calls with SKLR 2 will be queued for an agent with skill level 2 or 3.
3. To increase coverage of calls, check the Enable SKLR Expansion check box. (This
check box is available if you selected the Equal or Lower option or the Equal or
Higher option.)
4. For each level, specify the number of seconds a call can be in queue before the
system will include the next level of agents in the pool of agents who may handle
the call. Either use the Up/Down arrows or type in a number from 1-999.
Examples
Example 1: Coverage rule is Equal or Lower and Enable SKLR Escalation is checked.
The above configuration means:
1. When a caller with SKLR 1 is waiting in queue for 30 seconds, the caller's SKLR will
be escalated to 2. Agents with skill levels 1 and 2 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be
escalated to 3. Agents with skill levels 1, 2, and 3 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be
escalated to 9 because all other escalation wait times are set to 0 seconds. The call
will be distributed any idle agent in the workgroup.