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Interaction Administrator Help
Skill Options
Use this page to set Director workgroup 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.
Skills
When the Skills button is clicked, the tab summarizes workgroup skills associated with the Enterprise Group. Skills are evaluated to influence the routing of calls to queues in an Enterprise Group. All interactions that enter the system via this workgroup will initially require the listed skills. The following columns are displayed:
Skill Name
The name of a skill assigned at the workgroup or queue level. Director scores required Skills against the skills of logged in Agents when it determines an interaction's target destination.
Proficiency
This column lists for each skill, proficiency values from minimum to maximum, whether or not the bias is positive or negative, and the value of Importance, a weight assigned to this particular skill proficiency.
Desire to Use
This column lists desire to use values from minimum to maximum, whether or not the bias is positive or negative, and the value of Importance, a weight assigned to this particular desire.
Add
Click Add to open the Enterprise Group Skill Specification dialog box, so that you can define the attributes of a new required skill.
Edit
Click Edit to open the selected skill for editing using the Enterprise Group Skill Specification dialog box.
Delete
Click Delete to remove the selected skill. You are not asked to confirm this operation.
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