Contents

Skills

You can assign skills to each agent in addition to any Inherited Skills from the workgroup he or she belongs to. The agent's total skill set is the union of Inherited Skills plus the agent skills in this list. You can also override the agent's inherited skill's Proficiency and Desire to use levels.

Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.

Proficiency

Type a value of 1 - 100 to indicate the minimum proficiency of skill level that an agent must have in order to receive an ACD call that requires this skill. 100 represents the highest skill level required. You define the skill attributes, which include proficiency level, for an agent on the ACD configuration page. The default value is 1. By default, the weight for proficiency is equal to 1, so this value is included in the ACD skills calculation.

Desire to Use

Type a value from 1 - 100 to indicate the minimum desire to use level agents must have in order to receive an ACD call that requires this skill. 100 is the highest possible desire; the higher the number, the more often the user wants to use the skill. Remember, desire to use is different than knowledge or ability. An agent can have a high level of proficiency (ability), but very little desire to use that ability. The default value is 0.

Notes: A user inherits the desire setting for a skill from any workgroup(s) to which the user belongs. However, you can override this with a user-level proficiency setting.

By default, the weight for Desire to Use equals 0, so the value that you specify is evaluated only as a qualifier instead of as the specified Desire to Use range for the ACD interaction. The Desire to Use setting is considered for ACD skill calculations when ACD customization points (such as CustomACDInitiateProcessing) are used. The weight for Desire to Use must be set to a value greater than 0 in order for it to be considered in ACD skills calculations. For more information on skills-based routing using the ACD Specify Interaction Skill Tool, see the ACD Processing Technical Reference in the PureConnect Documentation Library on the CIC server or the white paper, ACD Processing: CIC's Automatic Communication Distribution in the documentation directory on the CIC server.