Skillset Priority Question 1

[TheCardMan]

Some probably basic questions:

CC6


Example 1:

Agent: John Doe

Skills: Spanish, French, Main

Skillsets Assigned to John Doe: Spanish_sk & French_sk (both priority 1)

If John Doe is Idle for more than 3 minutes (In Skills: Spanish & French) I would like to offer him the next Main_sk call if one comes in.

Can this happen & how?

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Also if I have a agent with the following:

Skillset Priority
Spanish 1
French 1
Main 1
Tech 5
General 9

2 calls come into the center at the SAME time one for French and one for Tech, which one does he/she get?

2 calls come into center, one right before the other, 1st one for General and the second one for Spanish, which one does he/she get?

2 calls come into the center at the SAME time BOTH for French, which one does he/she get?


Thanks in advance!!

 

[Milesprower]

This is one of the more confusing elements of skills based routing. The short answer is: DO NOT CONFUSE CALL PRIORITY WITH SKILLSET LEVEL.

Call Priority is defined in the script: It defines the level at which a call is queued from 6 (lowest) to 1 (highest). When a call is queued to a skillset it looks for the longest idle agent by skillset level (starting at 1 and going down to 48).

For you first question, what you ask cannot be done exactly as you have phrased it. The script does not have access an intrinsic for the length of time an agent is idle. There are several other intrinsics (Age of Call, Queued Call Count, Idle Agent Count ...) that you can employ to set up conditions under which you will queue a call from the Main application to one of the less busy skillsets (Spanish or French) to which the agent is assigned.

For your second question, the answer is a coin flip. The script is looking for a resource (agent). Once you queue the call to a skillset, the system looks for the longest idle agent by skillset level starting a level 1 and going all the way down to level 48.

If two scripts are vying for the same agent (who is multi-skilled), the skillset level is irrelevant. The queuing priority, then age of call determine which script wins out. If it is a tie, then Nortel uses some tie breakers to determine which call is presented to the agent. There is a discussion of this in the Supervisor's guide. It is instructive to go through the examples to try and get a good understanding of how Nortel's version of skillset routing works.

 

[TheCardMan]

Thank you Milesprower, this was helpful.

 

[captaingadget]

An excellent answer as usual from Miles. Just to add that the call priority can be changed in the script from it's original value. But a script cannot influence an agent priority.