Skillset priority for agents taking multiple skillsets 2

[joeahlers]

Please help. Here's the senerio:
If agents are taking multiple skillset calls how is it possible to make one skillset take a higher priority?
Example:
Master Script --> Application ABC --> skillset abc
Master Script --> Application 123 --> skillset 123
Master Script --> Application xyz --> skillset xyz

Agent's skillsets:
abc - priority 1
123 - priority 6
xyz - priority 10

The agent will be the first to recieve abc skillset from the team, but how can they recieve abc skillset calls over the 123 and xyz calls?

thank you

 

[maggier]

When you queue the call in the script queue with priority

eg. QUEUE TO NETWORK SKILLSET abc WITH PRIORITY 6
WAIT 2

in the other scripts

QUEUE TO NETWORK SKILLSET xyz WITH PRIORITY 7
WAIT 2

abc will take priority over the others

 

[DancingDave]

There are two types of priority:

Agent Priority and Skillset Priority.

AGENT priority is used when there are NO CALLS QUEUEING, i.e. a call will go to the agent with the highest priority for that skillset who has been waiting longest.

SKILLSET priority is used when there are CALLS QUEUEING, i.e. The free agent will take the call that has been queued at the highest skillset priority for the longest time.

One thing to be wary of if you queue different types of calls at different priorities is this scenario
- type A calls are queued at priority 5 and make up a small proportion of your calls
- type B calls are queued at priority 3 and make up the majority of your calls
- your call centre is busy and you regularly have queues.

The time to answer type A calls will increase dramatically as they will only be presented once all type B calls have been answered. Given that type B calls are in the majority, this may never (or hardly ever happen).

To counter this, include a check in your script that increase the priority after a given length of time. e.g.

CHANGE PRIORITY IN SKILLSET skillset_A TO PRIORITY 3

DD

 

[joeahlers]

Thank you to maggier and DancingDave.
Bare with me as I am trying to understand this as a newbie.
I just want to make sure I have this correct:
I should write the "QUEUE TO NETWORK SKILLSET ABC WITH PRIORITY 6" command in other scripts?

So in ABC Script I should add:
QUEUE TO SKILLSET ABC WITH PRIORITY 6
Wait 2
QUEUE TO SKILLSET 123 WITH PRIORITY 7
Wait 2
QUEUE TO SKILLSET xyz WITH PRIORITY 7

In 123 Script I should add:
QUEUE TO SKILLSET ABC WITH PRIORITY 6
Wait 2
QUEUE TO SKILLSET 123 WITH PRIORITY 7
Wait 2
QUEUE TO SKILLSET xyz WITH PRIORITY 7

In xyz Script I should add:
QUEUE TO SKILLSET ABC WITH PRIORITY 6
Wait 2
QUEUE TO SKILLSET 123 WITH PRIORITY 7
Wait 2
QUEUE TO SKILLSET xyz WITH PRIORITY 7


This is a little confusing to me of how this will work because they all have their own applications.

M A S T E R S C R I P T
/ | \
/ | \
ABC Script 123 Script xyz Script
/ | \
ABC Skillset 123 Skillset xyz Skillset

AGENT = ABC Skillset
123 Skillset
xyz Skillset

Is there anything you can tell me to help explain theis to me so I can better understand?

Thank you in advance and sorry I am having trouble.

 

[rfwhite]

IMHO sometimes too much flexibility can
be a drawback rather than an advantage.
Unless you desire to have one caller
wait for a shorter period of time I'd
keep away from skillset priority mods.
Unless I'm not understanding what you want
it appears you can make it work just by
assigning agent-to-skillset priorities,
that way all callers are treated pretty
equally.

 

[joeahlers]

Hi rfwhite,

Actually, I do want to give the ABC callers a priority. Any advice?

Thanks!

 

[DancingDave]

Joe, you should queue calls to the ABC skillset at a higher priority than the 123 or the xyz skillset.

This means that when calls are queueing against all skillsets and an agent becomes free it will be the ABC call that is answered.

Use agent priority to determine who gets calls when there are no queues.

Remember that if there are lots of ABC calls in comparison to 123 and xyz, to increase the priority at which 123 and xyz calls are queued after a time to make sure that they get answered. Let me know if you want a working example of how to do this.

DD

 

[joeahlers]

Thanks Dave,

A working example is exactly what I need!

 

[rfwhite]

DD is correct as above. Also, you could
use something like:
IF (QUEUED CALL COUNT ABC_sk)= 0 THEN WHATEVER

to control call routing when no queuing is happening.

 

[joeahlers]

These skillsets have completely different applications. Can you show mw a working example. I should write the "QUEUE TO NETWORK SKILLSET ABC WITH PRIORITY 6" command in the other scripts?

 

[DancingDave]

In script ABC...

IF NOT OUT OF SERVICE sk_ABC THEN
QUEUE TO SKILLSET sk_ABC WITH PRIORITY 3
WAIT 2
END IF

In script 123...

IF NOT OUT OF SERVICE sk_123 THEN
QUEUE TO SKILLSET sk_123 WITH PRIORITY 4
WAIT 2
END IF

Then in your loop section...

IF AGE OF CALL > 90 THEN
CHANGE PRIORITY IN SKILLSET sk_123 TO PRIORITY 3
END IF

Is this what you're after?

DD

 

[joeahlers]

Thank you! This is esactly what I needed.