Overview
Agent Skill rankings are used in Campaigns to prioritize Agents for receiving calls. Agents with a higher Skill Level will be routed more calls than those with a lower level. Each Agent has a default Level of 0 that needs to be configured for Skill Routing to work properly.
Contents
Configure Agent Skills
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Click the Campaign Name or Settings in the Action gearwheel drop-down.
4.) Click the Advanced Configurations tab.
5.) Click the Agent Skills option.
The Agent Skills tab will open.
6.) Use the Search bar to locate specific Agent(s) by Name or User ID number.
7.) Configure the Agents' Skill Levels:
- (A) Skill: Select a value between -9 to 9. When using Skill Routing Agents with a higher Skill Level will receive more calls.
- (B) Weight: Select a value between -9 to 9. When Agents have matching Skill Levels the one with the higher Weight will receive more calls.
8.) Click the Apply Changes button.
9.) Click the Call Routing & Analysis tab.
10.) Select Agent Campaign Skills in the Call Routing Method drop-down.
11.) Scroll down and click the Apply Changes button.