Avaya Communication Manager Contact Center, Руководство пользователя

Страница: 57 / 452

Add/Remove Skills (Category A only)
Issue 1.0 May 2003 57
Add/Remove Skills (Category A only)
Add/Remove Skills allows an agent using Expert Agent Selection (EAS) to add or remove
skills. A skill is a numeric identifier in the communication server that refers to an agent’s
specific ability. For example, an agent who is able to speak English and Spanish could be
assigned a Spanish-speaking skill with an identifier of 20. The agent then adds skill 20 to
his or her set of working skills. If a customer needs a Spanish-speaking agent, the system
routes the call to an agent with that skill.
Each agent can have up to 20 skills active at any one time. Agents can dial feature access
codes (FACs) to add or remove a skill. Or a supervisor with console permission can enter
an agent’s login ID and add or remove an agent’s skill. If a supervisor adds or removes a
skill for an agent, the agent receives a change notification.
To determine if they need to add or remove a skill, agents and supervisors can use:
●
Queue-status indications
●
Avaya Basic Call Management System Reporting Desktop VuStats
●
Avaya Call Management System (CMS) or Basic Call Management System (BCMS)
information
When adding a skill, the agent must specify the skill priority level (1 — 16).
On phones with displays, the system prompts the agent through the process of adding or
removing a skill and displays the updated set of skills.
Administering Add/Remove Skills
The following forms and fields are required to administer the Add/Remove Skills feature.
Required forms – Administering Add/Remove Skills
Form Field
Class of Restriction
(COR) Add/Remove Agent Skills
Feature Access Code
(FAC) Add Agent Skills
Remove Agent Skills
Language Translations 41-44 on Page 5
Hunt Group Skill
Class of Service Administer console permissions for
supervisors