Advise on treatment using multiple agents/skillsets 1

[81Cadmin]

Symposium 5.0, CP 4.0, Succession 3.0 (81C)

I'm looking for advise on the recommended ways to configure a script to allow for multiple skillset assignments.

We will be routing calls based on NPA into our Call Centre, the agent within that NPA will be offered the call first. If agent is busy when the call is offered the script needs to begin offering the call to other agents. I want to ensure that the prime (NPA) agent is always offered the call when they become available, so an overflow can't be used here as once the call has overflowed it doesn't not get offered to the original Skillset.

I'll be dealing with a hierarchy of 4 skillsets, however for the purpose of providing you an example of the treatment I am hoping to achieve i've only included 2 skillsets.

EXAMPLE:

SkillsetA (NPA City)
SkillsetB (NPA Region)

1) A CDN call comes in to Symposium
2) Symposium assigns SkillsetA based on NPA
2) The call is offered to SkillsetA, however SkillsetA is busy on a call, the call waits 10 seconds for SkillsetA to become available. After 10 seconds the call is offered to an alternate Skillset (SkillsetB)
3) All SkillsetB agents are busy, so the call holds waiting for an available agent.
4) While holding SkillsetA becomes available and the call should then be passed to the available SkillsetA agent. If both SkillsetA and SkillsetB become available at the same time, the preferred skillset is SkillsetA.

I've created a few scripts in attempts to provide this functionality but they do not work as expected. Also they expose some calls to long holding times versus new calls.

All suggestions are welcome, thanks in advance for your assistance. My appoligies if what I am asking is a little unclear. I will elaborate as needed.

Thanks

 

[Milesprower]

I think you need to take a different look at this. The Master script assigns a primary script (usually) based on the CDN.

The script queues a call to skillset (it is not assigned to a skillset). A Script can queue to one or many skillsets. If you want the call to wait at each level, then you would choose to use call scripting to allocate the call. Example:

IF NOT OUT OF SERVICE SKILLSET A THEN
QUEUE TO SKILLSET A BY LONGEST IDLE AGENT
WAIT 10
END IF

IF NOT OUR OF SERIVCE SKILLSET B THEN
QUEUE TO SKILLSET B BY LONGEST IDLE AGENT
WAIT 10
END IF

In this example, the call always stays queued to skillset A. After 10 seconds have passed the call is then queued to both skillset A and B. This is a basic example and it can get much more complex in real life.

If you do not need the call to wait before looking at additional agents, you can use agent skillset assignments. Assign the pools of agents to different levels within the skillset. Example:

IF NOT OUT OF SERVICE SKILLSET A THEN
QUEUE TO SKILLSET A BY LONGEST IDLE AGENT
WAIT 2
END IF

This will get the call answered sooner, but maybe by a lower skilled agent. If you have three agents at level 1, 2, and 3 in skillset A, the call will always look for the highest ranked, longest idle agent.

 

[81Cadmin]

Thanks Miles. I did use this method in my scripting but found that when a call was queued to multiple skillsets the preferred skillset didn't receive priority.

What is the logic in queuing to multiple skillsets, how do you identify which is the priority skillset? Is it the order which it appears in the script?

Cheers,

 

[Milesprower]

If you want to use priority, then you will need add it to the queuing command:

IF NOT OUT OF SERVICE Skillset A THEN
QUEUE TO SKILLSET Skillset A BY LONGEST IDLE AGENT WITH PRIORITY x
WAIT 2
END IF

If you do not use BY LONGEST IDLE AGENT when queuing to mulitple skillsets, then the skillset is selected at random. If you use the BY LONGEST IDLE AGENT clause, then the call goes to the longest idle agent from all the skillsets.

Individual rankings in skillsets DO NOT have any bearing on call handling priority, they only allocate which agent within the skillset is chosen.

 

[81Cadmin]

The thought process of the script is mainly due to location. We want to provide service from the local agent where possible.

Skillsets are:

SkillsetA - City
SkillsetB - Province/State
SkillsetC - Region
SkillsetD - National

I want to use alternate skillsets when the primary (A) is not available in a priority of A,B,C,D. The call should be offered to the alternate skillsets, however should agents become available simultaneously the hierarchy should be used (A first, B second, C third, D fourth).

I'm not sure if the 'longest idle agent' applies, as I want to offer the call to the preferred skillset in all cases. So far I have built this test script in looking to find a way to accomplish this. I don't think it uses the hierarchy though when simultaneous agents become available from opposing skillset.

Maybe I'm making this more complicated than it needs to be. But thanks for you help.

=====================================

IF OUT OF SERVICE skillset_cv THEN
IF OUT OF SERVICE skillset2_cv THEN
IF OUT OF SERVICE skillset3_cv THEN
IF OUT OF SERVICE skillset4_cv THEN
ROUTE CALL SC_Afterhours
ELSE
QUEUE TO SKILLSET skillset4_cv WITH PRIORITY 4
WAIT 2
END IF
ELSE
QUEUE TO SKILLSET skillset3_cv WITH PRIORITY 3
QUEUE TO SKILLSET skillset4_cv WITH PRIORITY 4
WAIT 2

END IF
ELSE
QUEUE TO SKILLSET skillset2_cv WITH PRIORITY 2
QUEUE TO SKILLSET skillset3_cv WITH PRIORITY 3
QUEUE TO SKILLSET skillset4_cv WITH PRIORITY 4
WAIT 2
END IF
ELSE
QUEUE TO SKILLSET skillset_cv WITH PRIORITY 1
QUEUE TO SKILLSET skillset2_cv WITH PRIORITY 2
QUEUE TO SKILLSET skillset3_cv WITH PRIORITY 3
QUEUE TO SKILLSET skillset4_cv WITH PRIORITY 4
WAIT 2
END IF