AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 277)

Skill Based Routing
MaxCS 7.5 Administration Manual 261
Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and
in turn increase customer satisfaction.
The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels
of skill needed to handle the variety of a workgroup’s calls.
Skill
definitions
Agents who
are
assigned to
the
selected
skill number
Figure 154. Workgroup Configuration, Skill Based Routing tab
Skill number 1 could define the most basic skill and level 9 the most advanced, or vice versa. Or the skill
numbers can be used in any other way that works for the way your company does business.
After skill numbers have been defined on this tab, each agent in the workgroup should be assigned a skill
number, according to that agent’s knowledge and ability, on the Group Member tab.
Incoming calls can be set to ring agents according to skill number, thus more closely directing the caller to an
available agent qualified enough to help the caller, but ideally not over-qualified. You can determine the skill
required by the caller and set the SKLR number in several places:
• The auto attendant, depending on the caller’s responses (see “Configuring Menu Items” on page 84)
• The DNIS number the caller dialed, depending on how you have set up your DNIS numbers (see “Defining
DNIS Routing” on page 162)
• The caller ID (see “Defining Caller ID Routing” on page 160 )
• The Advanced Call Router – You can define SKLR in each rule entry in the Call Router, and if the Call
Router routes a call, SKLR will be set.
• In the SDK – A call's SKLR can be set in some modules, and now, we just support APC interface, that is
if a call is connected to an App Ext, this App Ext can set or change the call's SKLR
You can set rules on the Skill Based Routing tab to allow all calls coming into a workgroup to be handled by
agents with a lower skill number or a higher skill number than is set for a call. And you can set time-based rules
that alter the call’s SKLR to allow either less able agents or over-qualified agents to handle a call so that the
caller does not have to wait for an excessive period of time.
Note: For the settings configured on the Skill Based Routing tab to take effect, you must select the Skill-
Based Routing
option on the Call Handling tab of the Workgroup Configuration window (see “Setting
IntraGroup Call Distribution” on page 271 ).