Proficiency

Defines a value for the general work proficiency level of one or more selected employees, using the following scale:

• 0.5: Employee is above average at work. It takes them half as long as the defined Average Handle Time (AHT) to complete their work. The system considers this value as the work of two employees.

• 1.0: Employee is average at work. They complete their work within the Average Handle Time (AHT). The system considers this value as the work of one employee.

• 2.0: Employee is below average at work. It takes them twice as long as the defined Average Handle Time (AHT) to complete their work. The system considers this value as the work of one half of an employee.

The proficiency level is used in creating skill-based schedules.

Number of Chat Sessions

Defines the number of simultaneous chat sessions assigned to the employee.

Assigned

Skill

Defines the name of the skill assigned to the employee.

Media

Defines the media type associated with the skill.

Start Date / End Date

Defines the dates for which the skill is effective for the employee.

For example, you want to define the specified skill, Mortgage Consulting, to an employee for a specific campaign. Specify that this skill is effective for the employee for the two-week period, 3/1 to 3/15.

Proficiency

Defines the numeric value for the proficiency level of one or more selected employees in the skill, using the following scale:

• 0.5: Employee is above average in this skill. It takes them half as long as the defined Average Handle Time (AHT) to complete their work using this skill. The system considers this value as the work of two employees.

• 1.0: Employee is average in this skill. They complete their work using this skill within the Average Handle Time (AHT). The system considers this value as the work of one employee.

• 2.0: Employee is below average in this skill. It takes them twice as long as the defined Average Handle Time (AHT) to complete their work using this skill. The system considers this value as the work of one half of an employee.

Skill proficiencies override general proficiencies defined for the employee.

Priority

Defines the priority of the skill for the employee, which is linked to a work queue.

This setting determines how interactions or units of work are routed to employees:

• In call centers, the priority of the skill matches the ACD priority routing (1=highest priority).

• In an Operations environment, the priority of the skill matches the unit of work routing (1=highest priority).

The work queue linked to the skill with a priority 1 is the primary queue. The work queue linked to the skill with a priority 2 is the secondary queue.

Classification

Defines the grouping of the skill for employees as either their primary or reserve skill.

This grouping allows you to achieve your service goals by taking advantage of a larger pool of eligible employees when increased efficiency is needed. At all other times, employees remain dedicated to their primary skill.

Possible values include:

• Primary Skill: Classifies the skill as being the primary skill of the employee. Employees are dedicated to this skill during a usual business workload.

• Reserve 1: Classifies the skill as being the first reserve skill of the employee. During peak business hours, when more employees are needed to cover the workload than usual, the schedule can include employees with skills set to Reserve 1.

• Reserve 2: Classifies the skill as being the second reserve skill of the employee. During peak business hours, when more employees are needed to cover the workload than usual, the schedule can include employees with skills set to Reserve 2.