Instruction manual

Call center
555-233-76768 Issue 4 May 2003
Expert Agent Selection (EAS)
Expert Agent Selection (EAS) enables certain skill types to be assigned to a call
type or a Vector Directory Number (VDN). Routing calls through vectoring then
allows the system administration to direct calls to agents who have the particular
agent skills required to complete the customers’ inquiries.
Add/remove skills
Allows an agent using expert agent selection (EAS) to add or remove skills. A
skill is a numeric identifier that refers to an agent’s specific ability. For example,
an agent who speaks English and Spanish could be assigned a language-speaking
skill with an identifier of 20. The agent then adds skill 20 to his or her set of
working skills. If a customer needs a Spanish-speaking agent, the system routes
the call to an agent with that skill. Each agent can have up to four active skills, and
each skill is assigned a priority level.
Call distribution based on skill
Calls that require certain agent skills (such as “knowledgeable about product X”
or “speaks Spanish”) can be matched to an agent who matches the required skill.
You can assign one of up to 999 skill numbers to each need or group of needs. The
skills are administered and associated for each of the following:
■ Vector directory numbers (VDN)
■ Agent login IDs
■ Callers
This refined skill definition capability allows you to organize call handling based
on customer, product, and language, for example.
Queue to best ISDN support
Queue to best information is passed transparently over several public networks
and QSIG private networks using the envelopes that are part of the QSIG
Manufacturer-Specific Information (MSI) and the ISDN platform enhancement.
Least Occupied Agent (LOA)
The Least Occupied Agent (LOA) feature distributes calls evenly across all
available agents, balancing the workload among agents with fewer skills and
agents with several skills. LOA solves the problem of agents who are bombarded
with calls after logging into a skill at the start of a shift, while the agents who are
already logged in have maintained their current incoming call level.