Innovative247 Service Request Manager

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Skill Monitor

Program #: 1890

Module: System Administration

Overview

Use Skill Monitor (program #1890) to set parameters for removing skill limitations assigned to the customer, operators, or terminals until a skilled operator is available to handle the alarm. Thus, if an alarm comes in with specific skill routing, but all operators with those skills are unavailable, the Skill Monitor determines how long the alarm waits for the skill before moving on to an operator without the skill.

Note: The skill monitor ONLY applies to Queues 1, 2, and 15.

To access this program, select Skill Monitor (program #1890) from the main menu of SBN.

The Skill Monitor Window

The following graphic shows Skill Monitor with information displayed.

Field/Column Descriptions

The following table describes the fields and columns used in Skill Monitor.

Field/Column	Description
Min	Minimum priority level for the incoming signal.
Max	Maximum priority level for the incoming signal.
Time Out	Time in seconds that the signal stays in the queue with skills before having the skill designation removed.
Skills	Skills affected by these parameters. These skills are broken down into three categories: l User skills l Terminal skills l Dynamic skills
Start Time	Beginning time for the skill monitor to run.
End Time	End time for the skill monitor entry.
Days	Specific days the skill monitor applies. These days include both days of the week and holiday day numbers. (The holiday day numbers originate from program #1746.)

Using Common Functions

See the reference document Common Functions in SBN for more information.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions, and functionality.

Button	Name	Shortcut Key	Action	Description
	Get	ALT+F1	1890/ 1	Get record.
	Change	F2	1890/ 2	Change selected record.
	New	F3	1890/ 3	Create new record.
	Delete	SHIFT+F10	1890/ 4	Delete selected record.
	Print	CTRL+F8	1890/ 6	Print selected records.
	Previous	F4	1890/ 999	Select last record.
	Next	F5	1890/ 999	Select next record.