80 Symposium Express Call CenterConfiguring skillsets Standard 2.0About skillsetsIntroductionA skillset is a base of knowledge that applies to an agent or group of agents,which helps them effectively answer a specific type of call. Skillsets are thebasic building blocks of skill-based routing. You use skillsets to match callerswith the agents who can best meet their needs. Calls are routed to agentsaccording to the skillsets to which the agents are assigned.You must assign agents to specific skillsets, as well as set the agentsí prioritylevels for the skillsets.ExampleBestAir has several different skillsets:! Bookings: Agents who can accept and change bookings, and provideschedule and rate information.! Shipping: Agents who can arrange for the shipment of goods. Additionalskillsets include agents who specialize in the shipment of perishable foodproducts and hazardous goods, as well as international shipments.! Cargo Tracing: Agents who specialize in the tracing of shipments andpersonal luggage.! BestAir Travel Club: Agents who can provide information about BestAirTravel Club benefits and air miles.! Vacations: Agents who can book vacation packages. Additional skillsetsspecialize in American, European, Asian, and Pacific vacations.! Europe: Agents who can provide information for customers planningvacations in Europe.James Jones is a booking agent with BestAir. He is a member of the Bookingsskillset. In internal courses, James has become familiar with the companyísvacation package offerings. After completing the courses, he was assigned to theVacations skillset. Through courses, travel, and constant reading, James hasdeveloped additional expertise in European travel issues. He is now also amember of both the Europe and the Vacations skillsets.
