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Skills are used in CallDirector routing scripts to enable calls and contacts to be routed to appropriately skilled users. They can also be used by outbound agents to control the dialling of skilled accounts by an appropriately skilled agent. Once a skill has been created it can then be assigned to user groups or users. The property page can also be used to assign a level to the skill.
Skill Names Panel
| • | Skill - a list of all the currently configured skills. |
From here you can:
| • | Create Skill - click the Create button on the Skill Names panel to add a new entry; |
| • | Modify Skill - click on the Skill name to view or change the properties of an existing entry. |
Skill sets are applied to agents only. If an agent is signed on to the device, the device's effective skill set is the union of the configured skill sets for the agent's current user group and the user itself. Where the level of competence for a shared skill is different in these skill-sets, the level of competence defined for the user takes precedence over the user group setting.
The effective skill set for a device at which an agent is logs on is calculated at the time that the agent logs onto rostrvm. Subsequent changes to the rostrvm configuration do not come into play until the agent next logs on.