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In this TAB, a status-dependent change of the skill level for calls for the selected group can be added to the agent status.
This is useful if setting an agent status is intended to ensure that an agent receives less calls because they are mainly supposed to work on something else when in this status. Example: When agents are in status Email Processing, you want them to receive less calls. If the skill level is reduced to 8 (instead of 80), the agent will only receive calls, when most other agents are not available - i.e. when the group is very busy. Use New in the toolbar to create a new skill adjustment. In the pop-up window, first of all select the ACD group to which the skill adjustment should apply. Then decide whether you would like to use a fixed skill value (0-100) or whether the actual skill value should be corrected by a factor. The fixed skill values are chosen in a dropdown, the factor is entered into the field. Examples: Factor 1 means no change, factor 2 doubles the skill level, factor 0.5 halves the skill level, factor 0.1 reduces the skill level to one tenth.Use the Add button in the toolbar to create a skill correction. In the mask (pop-up), first select the group for which the correction is to take effect. Then specify the adjustment type, by selecting the radio button whether a fixed skill value (0-100) should be set or a factor (0-100).
When a factor is selected, the current skill of the group is reduced by the selected factor. Examples: Factor 1 causes no change, factor 0.5 halves the skill level, factor 0.1 reduces it to a tenth. So the factor is used to reduce the skill level. The following actions can be performed via the action button:
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