Skillset Manager

SkillSet Manager is a software based tool designed to dramatically improve the efficiency of call routing within a call centre or any business that handles incoming calls.

It allows you to tailor your call distribution plan so that calls are directed to the most appropriate agents or extensions without the need to understand complex switch programming.

This solution is perfect for any call centre or business environment that needs to dynamically alter call distribution patterns dependent on the skill-sets of the available agents or extension users.

SkillSet Manager runs within a windows environment presenting a user with an easy to use spread-sheet style matrix detailing all relevant call centre agents or extensions and their configurable skill levels.

Real-time statistics can be viewed including the agent or extension status (busy, ringing, do-not-disturb etc) and queue information such as ‘Calls Waiting’.

Links you may find of interest: Mitel Phone Manual | Mitel phone System