Symposium Application\Skill Query 1

[V4DUR2]

Hi all,

This is my first post on this site so i thought i would say Hi along with my question. ;-D

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Can someone please once and for all answer this burning question that never seems to come to a close.

What is the difference between Application and Skill?

The reason i ask is that on a weekend (for example) one of our lines showed calls coming in at application level but not skillset level. Now, i say the MI team should not report on the application but on the skillset as this would give more accurate service level\abandon rate etc.

The client would have received a closed message but why is the call showing still at application level anyways?

Hope all this makes sense.

Kind Regards and Thanks in Advance as Usual.

 

[captaingadget]

The application is also called the primary script. It contains the set of instructions on how to deal with the call i.e. the queueing logic. The skillset contains a group of individual agents with a common skill who receive the calls under the control of the application.

All calls will be pegged against an applicaion but not necessarily against a skillset. The call will only show on a skillset if the script command QUEUE TO SKILLSET xxx has been executed.

In your example above the call would not have queued against askillset since it is out of hours. The call has been given an annoucement instead. Therefore there is no skillset stat for this call but there will be an application stat.

Abandoned calls are nearly always pegged against an application not a skillset. Also calls from different applications can queue to the same skillset so there could be more calls arriving at a skillset than can be accounted for in an application.

Hope this helps.

 

[V4DUR2]

Thanks captain,

I clicked the "valuable post" link for you, hopefully you get it.