Introduction
This article describes the processes for assigning and modifying skill levels to users via the users and teams section of the Premier Contact Point administration module.
Background
Skill-based routing is one type of call distribution that can be assigned to a queue. Where skill-based routing is enabled, the agent skill priority is assessed with a view to allocating the call to highest skilled agent available, even if they have been available less time than a lower skilled agent.
Where multiple agents are available with the same skill rating, the longest available agent will be selected as a second criteria.
How to assign a skill and rating to a user
- Select Users and Teams from the Administration menu panel.
- Select the user you want to assign the skill to and click Edit.
- Select Skills from the Users and Teams menu panel.
- In the right-hand Skill List table select the skill/s to be assigned to the agent.
- Click the + button between the Skills List and Agent Skills table.
- In the pop-up window assign a rating between 0 and 10 (0 = lowest and 10 = highest) and then click Save.
Skill ratings are assigned a value from 0 to 10, where 0 is the lowest priority and 10 is the highest priority.
More than one skill can be assigned to / removed from the user at a time.