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  • 1.  Language-based Routing

    Posted 07-31-2019 16:38
    Hello,

    Among the settings related to a queue, there is evaluation method (All Skills Matching, Best Available skills, Disregard skill, next agent).

    In my case, I have to do a language-based routing, so that the person with the highest level of proficiency should receive the interaction first.

    After several tests, I found that the routing is done in a random way, the agent who has 5 stars in English does not receive the call first, so I would like to know how I should proceed so that just the best qualified agents receive the call and if they are busy, the call will be routed to other agents who speak the same language but with a slightly lower level.

    I think that the evaluation method concerns only skills and not language.


    Regards,
    #Implementation
    #PlatformAdministration
    #Routing(ACD/IVR)

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 2.  RE: Language-based Routing

    GENESYS
    Posted 07-31-2019 16:50
    Language skills are evaluated as yes/no whether the agent has the language skill.  If you want the evaluation to consider proficiency, create ACD skills for the language(s) and use that.

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    Melissa Bailey
    Genesys - Employees
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