Conifg Manager Skill Level

[TLizotte]

Hi,

I'm trying to route calls to certain agents in a particular order.  For example, in one particular skill:

Agent A - Skill Level 1
Agent B - Skill Level 2
Agent C - Skill Level 5

So in the scenario of all things being equal and the call is just offered to everyone available at the same time.  Does the switch look at the Skill Level first?  In other words - regardless of the length of time the Agent has been available, if all three of the above agents are ready and waiting Agent A gets the call first, then Agent B and then Agent C.

Is that correct?

[Adam G]

No - and Yes - And No....

With Genesys Routing you can determine the "order" by which objects and values are utlized, to create a Target.

You could, for example, apply a simple Target Based on Skill/Level and no other factor then (if I remember correctly) I think it is the DN Number (ACD Port) which comes next....

If, however, you apply more complex rules, it is possible to determine which Agent should "come first" based on things like; Time in Ready State, Total Inbound Calls, etc. - and that can be calculated [i]within [/i]the Skill/Level Target Group....



TT

[Tambo]

Hi,

you could also try setting this in your strategy. Genesys works from the highest to the lowest so we have set initial target at 100 then after that a variable v_skillDecrement = 5 and it looks at 96 to 100 then 91 to 95 etc and works its way down after a certain time deferential that you set.

So someone skilled at 40 the call will take longer to get to them unless a higher skilled agent becomes available

Tambo

[smile]

i consider more reliable way is to using 'pseudo statistic'. You can set some kind of 'statistic' based on skill level. And then use it as usual, e.g. stattimeinreadystate with min or max criterion. Refer to 'Pseudo Statistics' in URS Ref. Manual.