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New Member

Unbalanced call distribution when queued

We have 4 centers getting calls routed thru an ICM/IVR.

Two of these centers are on AVAYA and the other two are on Rockwell.

In the two centers on Rockwell, and at one of the AVAYA locations, the reps are set up on 2 skills. At the other AVAYA location reps are skilled in 4 or 5 skills. (Even though some of these skills will not route to them from the IVR).

Our call routing holds calls at the centers and once delivered cannot come off the switch and go to another center.

When we have no queue the routing works fine with the longest waiting agent receiving the call regardless of what center they are in. When we have a queue the center with agents assigned 4 or 5 skills seems to get the most calls and have the highest abandon.

Here is my question...Does the center with reps assigned 4 or 5 skills give a false impression that it has a better service level and thus routing sends more call to this center/switch? I have always heard that reps assigned too many skills in a single location can cause this but have never had a definitive answer.

Does anyone know the answer or have you experienced the same thing?

2 REPLIES
Bronze

Re: Unbalanced call distribution when queued

Yes, the center with reps assigned 4 or 5 skills give a false impression that it has a better service level and thus routing sends more call to this center.

New Member

Re: Unbalanced call distribution when queued

How can this be worked around, or is there routing logic not suceptible to this issue?

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