ACD Agent Skill Groups

Parameter

ACD Agent Skill Groups

Skill Group ID Number

Enter an identification number (pilot number) for the group. This number is similar to directory numbers in the system. 1 to 7 digits in length.

Blank

Local-only DN

Allows you to specify the ACD Skill Group as a local-only directory number in a cluster. This check box only appears in the form if your system has been migrated to support Remote Directory Number Synchronization.

Not Selected

Skill Group Name

System-generated, protected field. Displays the telephone directory name for the group directory number. Can be up to 20 characters long.

Home Element

For non-resilient agent skill groups, this field displays the name of the local element (that is, the element that to which you are currently logged in).

For resilient agent skill groups, this field displays the name of the primary element for the agent skill group.

Secondary Element

Allows you to enable and disable resiliency for the ACD agent skill group. Select the secondary element of the resilient agent skill group. If the local element fails, the resilient agent skill group fails over to this secondary element.

If the primary controller fails and the agent skill group is enabled for resiliency, only the agent members that you have configured with resiliency will fail over to the agent skill group on the secondary.

Resilient agent members are hot desk ACD agents that you have configured to fail over to the secondary element.

If the Local-only DN box is checked, this field is disabled.

Not Assigned

Skill Group Reporting Number

Enter a unique reporting number for the agent skill group. This field is required for SMDR. Must be a 3-digit number from 001 to 999.

Blank

First Status Threshold - Minutes

Select the first status threshold time for calls queued against the agent skill group in minutes. This time must be less than the time assigned to the second status threshold. Can be in the range of 0 to 54 minutes (blank specifies no first status threshold alerting for the agent skill group).

Blank

First Status Threshold - Seconds

Select the second status threshold time for calls queued against the agent skill group in minutes. This time must be greater than the time assigned to the first status threshold. Can be in the range of 0 to 54 (blank specifies no second threshold alerting for the agent skill group).

Blank

Second Status Threshold - Minutes

Select the second status threshold time for calls queued against the agent skill group in minutes. This time must be greater than the time assigned to the first status threshold. Can be in the range of 0 to 54 (blank specifies no second threshold alerting for the agent skill group).

Blank

Second Status Threshold - Seconds

Select the second status threshold time for calls queued against the agent skill group in seconds. This time must be greater than the time assigned to the first status threshold. Can be in the range of 00 to 59 seconds (blank specifies no second threshold alerting for the agent skill group).

Blank

Alert Device

Enter the directory number of a broadcast group or an ONS/OPS device that is used as a threshold alert device. Can be 1 to 7 digits in length.

Blank

Group Real Time Events Enabled

Select "Yes" to generate real-time statistics for the path. The statistics are sent to an RS-232 port.

Blank

Queue Callers To Group When No Local Agents Are Logged In and Present

Select "Yes" to allow calls to queue to the agent skill group even if no local agents are logged in or all logged-in agents are busy or absent from the group.

This option does not affect the Auto-Logout Agent On No Answer system option nor interflow. However, calls will not follow Path Unavailable Routing. Calls that queue to an agent skill group with this option and predictive overflow enabled will immediately overflow. This option will not allow calls to queue to agent skill groups placed in Do Not Disturb. Agent skill groups and paths with this option enabled should be placed in Do Not Disturb outside of business hours to avoid calls needlessly queuing.

This option does not affect agent skill groups that are programmed with a remote subgroup in Networked ACD.

No

Group Uses Skill Level

Select "Yes" to enable Skills Based Routing.

Blank

Agent Skill Group Members

Member

System-generated, protected field. Identifies the member.

Agent or Subgroup ID

Enter a number that identifies the agents or subgroups that are members of the group. An agent skill group must contain at least one agent or subgroup. Local agent IDs cannot be programmed as members of an agent skill group if a remote agent subgroup is programmed. This field does not apply to Hot Desk user DNs. Must be 1 to 7 digits in length.

Blank

Queue Callers To Group When No Local Agents Are Logged In and Present

Select whether the member is available (present) or unavailable (absent) to receive calls to its ACD Agent Skill Group. See Group Presence for more information.

• Note: A logged in and absent agent is equivalent to a logged out agent.

Present

Agent Name

System-generated, protected field. Indicates the name corresponding to the agent ID number as entered in the telephone directory.

Skill Level

Enter a skill level for the agent or subgroup in the range of 1 to 255 (the highest skill level is 1).

Blank