Skilling Calls in Busy Periods to Fast Agents

[gdcwillo]

Help!!!!

I have been informed by my director that there is a command when scripting so that in expected "Busy" periods calls will be distributed to our fastest agents and not necessarily agents who have waiting the longest. Without altering there skillset priorities.

Anyone know the easiest way this would be done?

Im under pressure 0-)

 

[Supernn]

You have to use the Agent to Skillset assignment for this. If setup correctly you only have to run the schedule if it's busy and run the copy of this schedule if it get's quit again.

 

[pdulfo]

Why not setup a skill set for the 'Fast Agents'. In the script if the number of calls waiting exceeds a certain amount then start queuing to the fast agents skill set, then when the calls drop down again it will revert to normal.

PD-S

 

[cs5757]

pdulfo that is a good point^ setup a new skillset called FastAgents or something like that and assign that to the selected agents.
In the script you can say something like,
IF (QUEUED CALL COUNT nameofexistingskillset) > 10 THEN
IF NOT OUT OF SERVICE FastAgents THEN
QUEUE TO SKILLSET FastAgents
WAIT 2
END IF
END IF
You should insert this command before your existing queue to skillset command.

This will route any callers above 10 or 5 to the Fast Agents skillset Or if you know the busy times for example every day from 8 to 10 AM you can add a Global time script variable just for the busy hours.

Then as pdulfo mentioned it will revert to normal.