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CMS - Skill Level 1 and Skill Level 2
- Thread starter Stinney
- Start date
No. The skill level isn't reported by the PBX.
Since a skill level is a static setting for an agent, you should already know that agent XYZ handled 20 calls on skill 10 at skill level 2. Any calls answered by agent XYZ on skill 10 will be at the same level.
Skill levels are only used to distribute calls to agents according to their perceived proficiency. A person with a skill level of 1 is considered more proficient than person with the same skill who is level 2. If an agent has the correct skill (regardless of level) the PBX may distribute a call to that agent.
The levels are used to make a choice between two or more agents if, (and only if) a call is queued to a skill group, and there are two or more agents staffed in that skill with differing skill levels. Then the PBX sends the call to the agent with the best skill level, even if there are other available agents who have been idle longer.
If there is only one agent available, or if there are no agents available (lots of calls waiting in queue) the skill level isn't really a consideration. As long as an agent becomes available with the correct skill, it won't matter if the skill level is 1 or 20. They get the call.
Carpe dialem! (Seize the line!)
Since a skill level is a static setting for an agent, you should already know that agent XYZ handled 20 calls on skill 10 at skill level 2. Any calls answered by agent XYZ on skill 10 will be at the same level.
Skill levels are only used to distribute calls to agents according to their perceived proficiency. A person with a skill level of 1 is considered more proficient than person with the same skill who is level 2. If an agent has the correct skill (regardless of level) the PBX may distribute a call to that agent.
The levels are used to make a choice between two or more agents if, (and only if) a call is queued to a skill group, and there are two or more agents staffed in that skill with differing skill levels. Then the PBX sends the call to the agent with the best skill level, even if there are other available agents who have been idle longer.
If there is only one agent available, or if there are no agents available (lots of calls waiting in queue) the skill level isn't really a consideration. As long as an agent becomes available with the correct skill, it won't matter if the skill level is 1 or 20. They get the call.
Carpe dialem! (Seize the line!)
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