Q: How do I enable an agent to serve customers in multiple languages?
A: Configure languages that the contact center needs to support as skill elements and assign these skill elements to an agent.
Background
Service Type
A service type specifies a service in a VDN, and consists of one or more skill elements.
Skill Element
A skill element specifies a skill that processes a certain service.
Skill Queue
Each skill queue matches only a single service type, but consists of one or more skill elements.
Implementation Methods
Method 1: Each language corresponds to a skill queue. When you select multiple skill queues corresponding to required languages for an agent, the agent can serve customers in these languages. This method is flexible. That is, the languages that the agent supports can be adjusted flexibly.
Method 2: Multiple languages correspond to a skill queue. When you select this skill queue for an agent, the agent can serve customers in all languages corresponding to the skill queue. In this method, the languages are fixed. When the skill queue is selected, languages cannot be adjusted flexibly.
Procedure
Step 1 Log in to the web configuration console as a VDN administrator (ID: 101).
Step 2 Add a service type.
Choose Web Configuration Console > VDN1 Configuration > Service Type and add a service type.
Step 3 Add a skill element.
Choose Web Configuration Console > VDN1 Configuration > Skill > Skill Element and add a skill element.
Step 4 Add a skill queue.
1. Choose Web Configuration Console > VDN1 Configuration > Skill > Skill Queue.
2. Choose Call Skill Queue > Real-Time Call > Telephony Call and add a skill queue.
Step 5 Change the skill queue of agents.
1. Choose Web Configuration Console > VDN1 Configuration > Agent.
2. Find the agents whose rights need to be modified, click the edit button, and modify Skill for these agents.
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