Hi all,

I was wondering what would be pro's and con's setting call routing to different language queues vs language skill routing and the benefits for forecasting?
For example having "English Queue" / "Russian Queue" / "Spanish Queue" vs just Calls Queue and then routing is done based on language skill assigned to the agent.

Thanks!
#AskMeAnything(AMA)

------------------------------
Dejan Mavrovic
Shutterstock, Inc.
------------------------------

Hi Dejan,

You need to be mindful that for a good forecast you need to have good data, if the language calls are a low volume then the forecast will not be good.

Are the agents multi-skilled in all the languages? If not then the planning group with all the agents will not scheduled - agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

If you have high call volume in all languages and you create a planning group per language then it can be beneficial from a reporting perspective.

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-11-2021 11:09
From: Dejan Mavrovic
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi all,

I was wondering what would be pro's and con's setting call routing to different language queues vs language skill routing and the benefits for forecasting?
For example having "English Queue" / "Russian Queue" / "Spanish Queue" vs just Calls Queue and then routing is done based on language skill assigned to the agent.

Thanks!
#AskMeAnything(AMA)

------------------------------
Dejan Mavrovic
Shutterstock, Inc.
------------------------------

Hi Tracy, 

This was very helpful answer.
We have the situation where there are currently 12 language queues and some of them have really low volume. 
EN queue is the one with the highest volume. Some of the agents can speak multiple languages and everyone can speak EN (but mainly not in the queue so we do not lose calls for native language i.e. Turkish as queues are currently separated). Each of the agents is multi-skilled and can handle both EN and native language interactions equally (so all the route paths). Would it be more beneficial then from forecasting perspective to have one "call queue" and calls to be routed based on a language skill?

I hope this makes sense and thanks a lot!

------------------------------
Dejan Mavrovic
Shutterstock, Inc.
------------------------------

Original Message:
Sent: 08-11-2021 12:10
From: Tracy Vickers
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi Dejan,

You need to be mindful that for a good forecast you need to have good data, if the language calls are a low volume then the forecast will not be good.

Are the agents multi-skilled in all the languages? If not then the planning group with all the agents will not scheduled - agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

If you have high call volume in all languages and you create a planning group per language then it can be beneficial from a reporting perspective.

------------------------------
Tracy
Genesys

Original Message:
Sent: 08-11-2021 11:09
From: Dejan Mavrovic
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi all,

I was wondering what would be pro's and con's setting call routing to different language queues vs language skill routing and the benefits for forecasting?
For example having "English Queue" / "Russian Queue" / "Spanish Queue" vs just Calls Queue and then routing is done based on language skill assigned to the agent.

Thanks!
#AskMeAnything(AMA)

------------------------------
Dejan Mavrovic
Shutterstock, Inc.
------------------------------

Hi Dejan,

If the EN queue is high volume and you want to ensure that you have the coverage for that planning group over the other languages that have the lower call volume then you could seperate that language skill into one planning group and then group the lower call volume queues into planning groups that work best for your coverage needs.

Does that make sense

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-11-2021 12:24
From: Dejan Mavrovic
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi Tracy,

This was very helpful answer.
We have the situation where there are currently 12 language queues and some of them have really low volume.
EN queue is the one with the highest volume. Some of the agents can speak multiple languages and everyone can speak EN (but mainly not in the queue so we do not lose calls for native language i.e. Turkish as queues are currently separated). Each of the agents is multi-skilled and can handle both EN and native language interactions equally (so all the route paths). Would it be more beneficial then from forecasting perspective to have one "call queue" and calls to be routed based on a language skill?

I hope this makes sense and thanks a lot!

------------------------------
Dejan Mavrovic
Shutterstock, Inc.

Original Message:
Sent: 08-11-2021 12:10
From: Tracy Vickers
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi Dejan,

You need to be mindful that for a good forecast you need to have good data, if the language calls are a low volume then the forecast will not be good.

Are the agents multi-skilled in all the languages? If not then the planning group with all the agents will not scheduled - agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

If you have high call volume in all languages and you create a planning group per language then it can be beneficial from a reporting perspective.

------------------------------
Tracy
Genesys

Original Message:
Sent: 08-11-2021 11:09
From: Dejan Mavrovic
Subject: AMA: Different language queues routing vs language skill routing - forecasting benefits

Hi all,

I was wondering what would be pro's and con's setting call routing to different language queues vs language skill routing and the benefits for forecasting?
For example having "English Queue" / "Russian Queue" / "Spanish Queue" vs just Calls Queue and then routing is done based on language skill assigned to the agent.

Thanks!
#AskMeAnything(AMA)

------------------------------
Dejan Mavrovic
Shutterstock, Inc.
------------------------------