Apologies for the newbie disjointed questions, I've only started looking into this.
We are currently on skill based routing on agents, however I think we should move to Greatest Need instead.
Various parts of Greatest need seem to need Business advocate (which we do not have active), however some of the settings seem applicable without it.
Can greatest need be used without business advocate?
If so, there was mention of 'service level target' which seems to be a business advocate setting only, does 'service objective' (on a skill) do anything here?
Does greatest need take into account priority? (set in vectors to L,M,H, or T)?
From what I have read so far I am guessing the following (assuming all agents have all skills)
- Service Objective setting on the agents will need to be Y, even though there is no service objective setting on a skill.
- All calls on priority T will be answered before all calls on priority H, and so on.
- When multiple calls have the same priority, the call with the highest PWT or CWT (I assume we chose which at a system level) will route to the agent who hasd just become available.
- If multiple agents are available when a call comes in, the call will go to the agent with the highest skill, so skill level still matters for greatest need routing. Note: we are using EAD-MIA currently.
We are currently on skill based routing on agents, however I think we should move to Greatest Need instead.
Various parts of Greatest need seem to need Business advocate (which we do not have active), however some of the settings seem applicable without it.
Can greatest need be used without business advocate?
If so, there was mention of 'service level target' which seems to be a business advocate setting only, does 'service objective' (on a skill) do anything here?
Does greatest need take into account priority? (set in vectors to L,M,H, or T)?
From what I have read so far I am guessing the following (assuming all agents have all skills)
- Service Objective setting on the agents will need to be Y, even though there is no service objective setting on a skill.
- All calls on priority T will be answered before all calls on priority H, and so on.
- When multiple calls have the same priority, the call with the highest PWT or CWT (I assume we chose which at a system level) will route to the agent who hasd just become available.
- If multiple agents are available when a call comes in, the call will go to the agent with the highest skill, so skill level still matters for greatest need routing. Note: we are using EAD-MIA currently.