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Enterprise Group Skill Specification

This page collects specifics about a skill, required Agent proficiency and desire to use. Director uses this information to score the Enterprise Group when the targets the destination of a call. All interactions that enter the system via this Enterprise Group will initially require the listed skills.

Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration appear only if Interaction Director is installed and a valid license exists.

Skill Name

Type the name of a skill or press browse (…) to open the Browse for Queue Skills dialog box.

Proficiency Minimum Value

A skill is characterized by minimum and maximum proficiency requirements. This control sets the Agent's minimum proficiency level.

Proficiency Maximum Value

Sets the Agent's maximum proficiency level. For example if the Skill is Spanish, in the 70-100 proficiency range, then Director would look for Agents whose language proficiency is 70 out of a possible 100-point range.

Proficiency Weight

This combination of positive or negative bias and importance weights the skill in term of proficiency. To set these parameters, press Edit to open the Criterion Definition dialog box.

Minimum Desire to Use Value

Sets the Agent's minimum Desire-to-use-Skill level. Values can range from 1-100.

Maximum Desire to Use Value

Sets the Agent's maximum Desire-to-use-Skill level. Values can range from 1-100.

Desire to Use Weight

This combination of positive or negative bias and importance weights the skill in term of the Agent's desire to use it. To set these parameters, press Edit to open the Criterion Definition dialog box.

Click OK to save changes and close the dialog box. Click Cancel to discard changes and close the dialog box.