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ACD configuration

For ACD applications that use skills based call routing, you must configure each ACD agent with skills and attributes. Each skill associated with an agent is described in terms of that user's proficiency in that skill and his or her desire to use that skill. Agents can inherit skills defined from each Workgroup of which they are members. If an agent inherits skills assigned in the Workgroup ACD configuration page, you can override the proficiency and desire to use levels of the inherited skills on this User ACD configuration page.

In addition to skills, each agent has attributes that are used to help calculate the score of an agent when CIC is evaluating how to match a call with an agent or an agent with a call. The first attribute is the Cost of an agent and the other three attributes are customizable (and not used unless values are entered for each). Cost is a value that reflects an agent's expense to the company; the higher the cost value, the more it costs the company to use that agent. For example, a senior technical support agent has a higher cost (a larger number) than a junior technical support agent.

Handlers that define skills-based routing evaluate these skills and attributes, and their various weights, to route calls to the appropriate agent. Weights are assigned in the handler tool steps (for example, ACDProcessCall).

Tip: For complete information on ACD processing and how these settings are used in CIC, see the CIC ACD Processing Technical Reference in the PureConnect Documentation Library.

The options in the list box on the left include Utilization, Skills, Options, Options2, and Statistics. Depending which ACD category you choose, the options displayed in the page are different.

Click on the following options for specific configuration information: