Specifications

Workgroup Configuration
AltiContact Manager Administration Manual 16-13
16. Workgroup
Configuration
Skill Setting Assignment
The Skill Setting tab in Workgroup Configuration allows the system
administrator to define different skill workgroups and then assign different
skill levels for agents for incoming calls, which will ring the lowest
member agent first, from 1 to 9. Levels 1 to 9 can also be described as
proficiency for a skill group for an agent.
The system administrator can create skill set categories, such as “Spanish-
speaking,” which can be assigned to an agent or a group. Calls can then be
queued according to the agent’s call handling knowledge—providing for
faster service and more informed answers.
The settings configured here correspond to the Skill-Based Routing option
in the Call Handling tab of Workgroup Configuration (see “Setting
Workgroup Handling” on page 16-25).
Figure 7. Skill Setting tab, Workgroup Configuration
To set up a skill set:
1. Select a workgroup in the Group List.
2. Double-click an index number in the Skill Set box or highlight an
index number and click the Edit button.