Symp 6.0 Call Priorities

[changemaker]

I am not understanding how my manager has set up the call priorities for our skillsets. He set a priority range for each skillset.
Like:
1-5 is Oranges,
6-10 is Apples,
11-15 is Turnips,
16-20 is Carrots.

Then he assess the agents skills and sets their priority up. So if Joe is:
Great at Oranges he gets a 1,
Pretty good at Carrots he gets a 16,
Mediocre at Turnips he gets a 13,
Horrible at Apples he gets a 10.

When I look at that I think Joe is going to get first priority calls as Oranges, then Apples, Turnips and Carrots. Which means he would be taking Apple calls first which he sucks at.

I want to look at each skillset, assess my agents ability in that skillset and set each person up by using priority 1-48, like the manual describes.

I am not understanding his thinking on this? Can anyone help me understand what I am missing by him doing it this way? I kind of get his thinking but can't figure out why he wouldn't just follwo the manual using 1-48. What am I missing? And if his way is incorrect what sort of issues is he potentially creating?

Thanks for any insight!

Lisa

 

[Milesprower]

Your boss is assigning skillset priorities or levels, NOT call priority.

This is a confusing concept.

Skillset priorities decide which resource (agent) will be connected to a call queue to that skillset. It only has an effect on which agent is chosen, not the priority of the call.

As an example if an Apple call arrives, the system looks at all the agents with Apple skillset assignment. It starts at level 1 and picks the longest idle agent at that level. If there are no idle level 1 agents, it proceeds to level 2 and so on to level 48.

You indicated Apple skillset assignments run from 6-10. So the system will look at level 6, 7, 8, 9, 10 in that order. Joe is at the bottom of the available Apple skillset assignments (10) which follows as he is horrible at Apple calls.

 

[captaingadget]

Another tip when assigning agent prioities is not to start at 1. Instead start at 5 or 10. This means that if you ever need to ever need to assign a higher priority agent in any particular skillset, you can do so without shuffling all the others around.