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Chapter 18: Workgroup Configuration

162 MaxACD Administrator Manual

Setting Up Skill Based Routing

If you want to set up skill-based routing, you can more closely match a customer’s call

to an agent who has the skills needed to handle that customer’s issue. Skill-based

routing can increase customer issue resolution on the first call, lower the abandoned call

rate, and in turn increase customer satisfaction.

The Skill

Based Routing tab in the Workgroup Configuration window lets you define up

to nine different levels of skill needed to handle the variety of a workgroup’s calls.

Skill

definitions

Agents who

are

assigned to

the

selected

skill number

Figure 18-8. Workgroup Configuration, Skill Based Routing tab

Skill number 1 could define the most basic skill and level 9 the most advanced, or vice

versa. Or the skill numbers can be used in any other way that works for the way your

company does business.

After skill numbers have been defined on this tab, each

agent in the workgroup should

be assigned a skill number, according to that agent’s knowledge and ability, on the

Group Member tab.

Incoming calls can be set to ring agents according to skill number, thus more closely

directi

ng the caller to an available agent qualified enough to help the caller, but ideally

not over-qualified. You can determine the skill required by the caller and set the SKLR

number in several places:

• The auto attendant, depending on the caller’s responses (see “Configuring Menu

Items” on page 68)

• The DNIS number the caller dialed, depending on how you have set up your DNIS

numbers (see “Configuring DNIS Routing” on page 113)

• The caller ID (see “Configuring Caller ID Routing” on page 110 )

Logout All Agents

For each day of the week, you can select up to three time periods

for the system to automatically log out agents.

Parameter Description

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