Placing skill in standby on an agent

[Furface64]

We migrated from Nortel last August and there is a feature Nortel had that I'm wondering if there is a way to do this in Avaya.

Here is the scenario. We have lots of skills assigned per agent (As many as 50 in some cases), occasionally we need to "dedicate" an agent to one particular skill for a period of time. In Nortel I could set the other skills to standby and that agent would be considered out of service for those skills. Thus the only remaining skill would be the only active one. In Avaya it seems we need to remove all the skills from the agent and then add them back when we need them again. This is very time consuming and causes other issues, such as forgetting to add certain skills back that the agent should have.

Is there a way to put an agents skill into standby or something similar.

BTW setting the level to 16 is not really an option because at times the client is paying a premium price for these dedicated agents and if all other agents on these skills are busy this agent will get the call and that is not fair to the paying client.

Sorry for the length of this but I felt it needed proper explanation.

Thanks

 

[dmthames]

I don't believe you can put a group of skills on standby in the manner described, but you could give this agent a secondary agent id with a more narrow set of skill assignments. Then they could just log the agents in and out as the need dictates.

For example, agent id 5400 might be the main agent id with all the skill assignments and agent id 4400 might be the secondary agent id with the specific skill.

 

[SF0751]

dmthames's suggestion is the way we accomplish this. In some of our call centers, the agents have multiple logon ID's with different sets of skills; in the other call centers, we have "Rover" ID's that are not assigned to any particular individuals but that are dedicated to a single skill.

Susan
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