Dear:
The situation you are describing is a call surplus situation. We have calls waiting in different skills and 1 agent becomes available.
What will happen:
Queue to skill 1st pr m(e.g. Sales)
wt 20 sec
check skill 2nd pr m if unconditionally(e.g. Customer Service)
Agent Zorro becomes available;
has got skill Sales level 8
has got skill C.S. level 4
has been defined as a LEVEL agent
Agent Zorro will take a call from Customer Service skill
Agent Zorro has been defined as a Greatest Need agent
will take a call from Sales skill (oldest call waiting)
however: in the vector we queue at different priorities:
queue to skill 1st pr h
check skill 2nd pr m if unconditionally
Agent Zorro (LEVEL) will take call from Customer Service
Agent Zorro (Greatest Need) will take call from Sales (not because of ocw, but because of higher priority
So calls are delivered to the agent in an EAS environment based on
1) level (only if defined as a LEVEL agent)
2) priority in vectors
3) oldest call waiting
If you want to avoid having backup skills because then you will generate dequeues and outflows in your reporting (bad for your service level), you could:
- define the agents in your 2nd skill (here C.S.) as 1st skill agents (here SALES) but at a lower level. So they will only have to answer a call if all real Sales agents are unavailable.
- with CentreVu Advocate, this works even beter because then you can install reserve agents.
- or you could rewrite your vector sort of:
goto step x if staffed agents in skill 1st = 0
goto step x if ewt in skill 1st pr m > 120 s
goto step x if rolling asa in skill 1st pr m > 60 s
queue to skill 1st pr m
announcement welcome
music
announcement patience
return to music
stop
step x : check skill 2nd pr m if unconditionally
goto announcement welcome if unconditionally
stop
I hope this makes sense
regards,
tiramisu