Skill and Level 1

[newtophones1]

How does Skill and Level work on an agent's profile?

 

[RGarcia87]

By using skill levels you can control what call the agent receives first. If skill 10 is your English line with a level of 1, and your Spanish skill is 11 with a level of 2, your agent is always going to receive the English call first.

 

[newtophones1]

So, does your scenario imply that my agent can speak some Spanish, but English better? Does this also mean that if I have another agent which speaks Spanish better than English, I would need to set him up with a skill of 10, level 2 and skill 11, level 1?

 

[RGarcia87]

Exactly. Also, if you have a skill type that's a revenue making call you would want the agents skill level as 1, and non-revenue making calls as 2.

 

[newtophones1]

Thanks, that clears the air!

 

[AvayaHelp]

Don't forget (if you use vector processing) on the PBX the queue-to skill command also has a priority level. If you set Skill 1 as pri h on the pbx and Skill Skill 2 as pri m, then on the Agent profile Skill 1 is L and Skill 2 is h, Skill 1 will overide Skill 2 in the queue.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[newtophones1]

OK, you brought up another question that I have. Do you know of any online docs that explains how priorities work? I'm getting confused on how level and priority work. In my environment, there is no need to use a priority, but I do not want to inadvertantly use priority and thinking I am only influencing the call center by level of skill. There is another question: I have individuals sharing a phone (they are in shifts) that have both a personal extension as well as an agent login extension. The phone they use is a 6416D+. They are complaining that they want to have both their personal as well as agent extensions on that phone. Since it looks like I can give the phone only one extension (I think), how do I set that up?