Hi, I am quite new to the art of writing scripts so appologies in advance for any daft statememts ;-)
I have a CSQ (CSQ) and several skills: Skill_1 (Basic skills), Skill_2 (Advanced skills), Skill_3 (Management).
Customer rings and gets through to CSQ which has Skill_1 assigned to it. After 30 seconds all Skill_1 resources are still busy, so I need somehow to make Skill_2 available so a resource assigned to Skill_2 can answer the call. If all Skill_2 and Skill_1 resources are busy for the next 15 seconds then I need to add in Skill_3 to try and answer the call within one minute (SLA).
At each stage I would require the lesser skill to be checked for availability first.
Currently after 30 seconds in CSQ I route the call to CSQ_2, then if no resources are available for another 15 seconds I route the call through to CSQ_3.
CSQ has Skill_1 with a value of 10
CSQ_2 has Skill_1 with a value of 10, and Skill_2 with a value of 9.
CSQ_3 has Skill_1 with a value of 10, and Skill_2 with a value of 9, and Skill_3 with a value of 8.
This works great but I need to replicate this sceanrio for about 15 different scripts which would mean that there would be 45 scripts in total :-(
Any advice or suggestions will be greatly received.
Many thank in advance ...
I see, well if there are 3 CSQs per department becuase after x number of seconds the queue is being expedited, in my opinion this sounds like a poor design and utilization of CSQs. How about defining one CSQ per department and using "most skilled" algorithm and then assigning the agents to proper competency levels. For example call arrives to Finance which is defined to use skill finance, you have 5 agents assigned to this skill at competency 10, 5 agents at 5, 5 agents at 1, this way you start with agents you want to use for this call and so on, it does not build the delay between expediting the calls to "next" level, but I find that call centers typically want that because they want to over complicate the call center which in my opinion does not provide much value here.
If this is not an option then I don't see any native way of accomplishing what you need without as you say developing some kind of custom way of updating skills, etc which I would not know how to do :-(