Mutiple skillsets and priority 2

[atascoman]

Hello,

I know this one has probably been beated to death on here, but I am having a difference of opinion with our Nortel gang. Assuming the following about all agents:

Skillsets:
Customer Service - Pri 1
Information - Pri 1

The calls for the information skillsets are stacked up 20 deep, and the calls in Customer Service are stacked 10 deep. Which calls will be sent to the agents first or is it going to be a round robin sort of thing. I would think that since they are in different skillsets that the priority thing would not matter. We would want all the Customer service calls answered first ahead of the information calls. I dont understand how the Symposium processing the calls in this scenario and/or what the best solution for this is. I can't get the managers to dedicate people to specific skillsets either

 

[DancingDave]

Assuming the priorities you refer to are agent priorities and that all agents have both skillsets, then I would use skillset priorities to give a better level of service Customer Service calls.

When queueing the call to the skillset, explicitly state the priority with which the call is to be queued

e.g. CS script

IF NOT OUT OF SERVICE Cust_Serv THEN
QUEUE TO SKILLSET Cust_Serv WITH PRIORITY 2
ELSE EXECUTE closed_section
END IF

e.g. Info script

IF NOT OUT OF SERVICE Info THEN
QUEUE TO SKILLSET Info WITH PRIORITY 3
ELSE EXECUTE closed_section
END IF

This works well if the volume of calls on the higher queued skillset i.e. Cust_Serv in the example is much less than the other skillset.

Where this isn't the case, you will find the Info calls will take an age to be answered, abandons go up, Service Level drops etc..

To avoid this add a command lower down the script to increase the skillset priority.

CHANGE PRIORITY IN SKILLSET Info TO PRIORITY 2

We had to play around with the time to get the balance between giving priority to the more important calls and answering the less important calls in a reasonable time.

DD

 

[steel451]

DancingDave's solution is spot on but I think when you talk about skillset pr 1 you may be referring to the priority in the skillset e.g.1-48.

An example of how this works is that if present a call to three available agents in a skillset where one is at priority 1 and the other two are at priority 3, the agent at priority 1 will get the call (regardless of idle time).

In our centre we use priority 30 for all agents. We then have a back-up team of agents that are multi-skilled, these have a skillset priority of 35 which means that they only get a call if their is no one to take the call in the primary group of agents. This way they can act as back-up for several skillsets.

Using higher numbers rather than 1-5 say is deemed to be best practice by Nortel.

We then have a script/skillset for our VIP customers and this uses the method DancingDave suggests with QUEUE TO SKILLSET WITH PRIORITY 1 command, this cuts through all waiting calls ensuring a quick response (at the expense of other cals).