ACD contact center features
58 Communication Manager Guide to ACD Call Centers
Considerations
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A skill cannot be removed from an agent’s skill set if the agent is on a call for that skill or
in the After-Call-Work (ACW) state for that skill.
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With EAS, agents cannot remove their Direct Agent Skill.
Interactions
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Auto-Available Skills (AAS) – If an agent adds a skill that is administered as Auto-
Available, on the Agent Login ID form, you must set the AAS field to y for that agent’s
login ID.
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BCMS – BCMS begins tracking a new skill as soon as it is added. When an agent
removes a skill, the real-time agent information specific to that skill is removed from the
real-time reports, but it still appears on the historical reports.
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EAS-PHD – When EAS-PHD is set as an option, agents cannot remove their Direct
Agent Skill. In an EAS environment, agents must have at least one skill assigned to
them during a login session. With EAS-PHD, agents can specify up to 20 skills.
Note:
Note:
If EAS-PHD is not enabled, agents can specify only 4 skills.
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VuStats – Because VuStats displays information gathered by BCMS whether BCMS is
enabled or not, the BCMS interaction above applies to VuStats.
