Issue 4.0 UNIVERGE SV8100
3 - 12
Agents using more than one AIC Code
This section describes the Skill Level assignment for each Agent on AIC Login Mode.
ACD Group and Skill Assignment for each Agent:
Time Schedule ACD Group Assignment
Agent A
8:30 ~ 12:00 ACD Group 1, Level 1
ACD Group 2, Level 2
13:00 ~ 17:30 ACD Group 1, Level 1
Other time Non-ACD Agent
Agent B
8:30 ~ 12:00 ACD Group 1, Level 2
ACD Group 2, Level 1
13:00 ~ 17:30 ACD Group 2, Level 1
Other time Non-ACD Agent
Mode Assignment (PRG 41-05-01)
Mode 1 8:30~12:00
Mode 2 13:00~17:30
ACD Code Group Assignment
AIC Mode 1 Mode 2 --- Mode 8
1111 Group 1 Group 1 --- 0
2222 Group 1 Group 2 --- 0
3333 Group 2 0 --- 0
Login ID to Skill Table (PRG 41-21-01&02)
Login ID Skill Table
1010 Table 1
1011 Table 2
Skill Table (PRG 41-23-01)
Group 1 Group 2 --- Mode 64
Table 1 Level 1 Level 2 --- Level 1
Table 2 Level 2 Level 1 --- Level 1
Agent A
Login ID: 1010
Agent B
Login ID: 1011
AIC: 1111
AIC: 3333
AIC: 2222
AIC: 3333
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