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Chapter 18: Workgroup Configuration

164 MaxACD Administrator Manual

• Exact Match SKLR of Incoming Call

Only agents whose skill number matches the SKLR of the incoming call can answer

the call. For example, if you have three callers with SKLR equal to 2 in the

workgroup queue, and all agents with skill level 2 are busy, and there are agents

with skill level 1 and 3 who are idle, the system will keep the callers in queue

waiting for an agent with skill level 2 to be available.

• Equal or Lower than SKLR of Incoming Call

Any agent whose skill number is equal to or lower 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 is 1. Set the SKLR as if you

were setting a ceiling on the resources you are willing to use for 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

• 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 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.

Skill-Based Rule Example 1

Example 1: Coverage rule is Equal or Lower and Enable SKLR Escalation is checked.

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Altigen MaxReports Manual de usuario Pagina 174