Skill (agent skill) (Avaya Knowledge glossary)

Publisher

Avaya

URL

https://support.avaya.com/public/index?page=content&id=GLOS100141

Published

2015-02-20

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

Avaya copyright; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• An Avaya ACD skill is an attribute associated with an agent that qualifies the agent to handle calls needing it, and the 2015 glossary says an agent can be assigned up to 60 skills. in context
• Avaya skill levels run from 1 (highest expertise) to 16 (lowest), and Avaya also distinguishes primary and secondary skills. in context

Cite this source record

APA

WarmTransfer. (2015, February 20). Skill (agent skill) (Avaya Knowledge glossary). WarmTransfer. https://warmtransfer.net/knowledge/sources/avaya-knowledge-glos100141-skill

BibTeX

@misc{warmtransfer-avaya-knowledge-glos100141-skill,
  title  = {Skill (agent skill) (Avaya Knowledge glossary)},
  author = {{WarmTransfer}},
  year   = {2015},
  url    = {https://warmtransfer.net/knowledge/sources/avaya-knowledge-glos100141-skill},
  note   = {Avaya, accessed 2026-10-01}
}