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Setting Up Skill Based Routing

MaxACD Administrator Manual 163

• 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 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 Skil

l 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 174).

Defining a Skill for a Workgroup

1. Select a workgroup in the Group List.

2. Double-click a skill number in the Skil

l Definition list, or select a skill number and

click the Edit button.

3. In the Skil

l Level Name dialog box, enter the skill name in the Description field,

then click OK.

Figure 18-9. Skill Level Name dialog box

The description appears in the Skill Definition list for that skill number.

Setting Rules for Skill Based Routing

The Skill Coverage Rule on the Skill Based Routing tab establishes the pool of agents

who can handle a particular workgroup call, based on the SKLR setting for that call. The

group may comprise:

• Only agents assigned that skill number

• Agents with a given skill number and lower

• Agents with a given skill number and higher

This setting must be configured.

To further help ensure that a workgroup is handling calls

in a timely manner, you can

specify how many seconds a caller can be in queue before opening the call to agents with

the next skill number up or the next skill number down, in successive steps.

To set skill-based routing rules:

1. In the Workgroup Configuration window, Skill Based Routing tab, select the

workgroup for which you want to set the rules.

2. Select an Agent’s Coverage Rule

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Altigen MaxReports Manual de usuario Pagina 173