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3-5
Chapter 3: Using Skills-Based and Custom Routing
Assigning skills and attributes to users
4 If necessary, enter any Comments to help identify the skill.
5 Click OK.
Note: You cannot delete a skill from that list if that skill is assigned to a user or queue.
6 When you are done entering skills, click OK to close the System Settings dialog.
Assigning skills and attributes to users
Skills can be defined at the queue level or the user level. When a user has a skill, it overrides the
queue's default value for that skill. If a queue uses a skill that the agent does not have, the agent
is treated as though he or she had the skill at the queue’s default value. For example, if a queue
uses Spanish with a default value of 50, then an agent without the Spanish skill is treated as
though he or she had a Spanish skill of 50. To represent an agent with no skill in Spanish, you
should add the Spanish skill to the user with a value of 0.
You can also assign attributes other than skills to users, for example the cost of the agent, and
have them factor into a custom routing algorithm.
The skill value scale
The scale for skills and attributes is 0-100, where 0 represents no skill and 100 represents the
highest possible skill. This scale balances skills with other factors if you use custom routing (see
“Using custom agent scoring” on page 3-18).
Assigning skills to a user
To assign skills to a user
1 Double-click the user in the User’s view to open the User dialog, and go to the Queue \
Skills tab.
2 Click Add. The Queue Skill dialog opens.
Wave Contact Center Administrator Guide
Release 2.0 Service Pack 1
April 2011