Skills based routing question

Answered Question
Apr 29th, 2009
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hello folks


when the competence level is the same for all of the agents, the call routing is longest idle? is there a way to configure this?


thank you

Correct Answer by Jonathan Schulenberg about 7 years 11 months ago

As Chris said, it chooses Longest Available within the same competency rating.


If you want it to select agents in a linear fashion when multiple are available for the same period of time you would need to give one a higher rating than the other.


Agent A (5) - Available: 1 min

Agent B (5) - Available: 2 min

Agent C (5) - Available: 5 min

Agent D (4) - Available: 5 min


In this case, it would choose:

Agent C, B, and A based on longest available within the rating. It would then proceed to D because D has a lower rating.



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cris_jimenez Wed, 04/29/2009 - 10:13
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I found them


thanks


* Longest Available: selects the agent who has been in the available state for the longest amount of time

* Most Handled Contacts: Selects the agent who has answered the most handled calls

* Shortest Average Handle Time: Selects the agent who generally spends the least amout of time talking to customers

* Most Skilled: selects the agent with the highest total competency leven and who has been available for the longest amount of time.

* Most Skilled by Order: Used for expert agent call distribution, selects the agent with the highest total competency leven in the ordered list

* Most skilled by weight: Selects the agent with the highest total competency level multiplied by the skill's associated weight

* Least Skilled: Selects the agent with the lowest total competency level and who has been available for the longest amount of time.


chadlincoln Wed, 04/29/2009 - 10:13
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I see what you're saying. So if it is set up for skills based routing and there is a tie, say two people with the same skill, how does it choose between the two? I'm not sure, but my guess is that you cannot configure this.

Chris Deren Wed, 04/29/2009 - 10:38
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Correct, if there are two agents with the same competancy level the longest idle algorithm is used to select between the two agents.


HTH,


Chris

Correct Answer
Jonathan Schulenberg Wed, 04/29/2009 - 16:56
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As Chris said, it chooses Longest Available within the same competency rating.


If you want it to select agents in a linear fashion when multiple are available for the same period of time you would need to give one a higher rating than the other.


Agent A (5) - Available: 1 min

Agent B (5) - Available: 2 min

Agent C (5) - Available: 5 min

Agent D (4) - Available: 5 min


In this case, it would choose:

Agent C, B, and A based on longest available within the rating. It would then proceed to D because D has a lower rating.



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