ACD / Call Center Skill Levels the Fix?

[FormerProgrammer]

I need to have 4 out of 12 agents in the same skill now become the primary answering points with the remaining 8 becoming secondary, ringing only when the 4 primary are busy, in Aux Work, and/or logged off. Will skill levels accomplish this, and when the 4 primary agents log off for the day, will calls ring straight to the next available of the remaining 8 agents logged in?

 

[Tolson]

YES

 

[Stinney]

Yes, No, Maybe....

It depends on other factors as well, other skills agent handles, skill level of the other skills, queue priority (low, meduim, high, top) as defined in the vector, direct agent vs. general ACD call, hunt group ucd or eas, time in queue and skill level.

For some examples check pages 478 - 480 of the Avaya Call Center Call Vectoring and EAS Guide, Document #07-600780.

- Stinney

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