trying to understand why and how we should be using this feature.
here's the scenario:
Skill 1 is required to take the call within workgroup 1.
After 30 seconds, I'd like my skill 2 agents to join and help.

question:
are my skill 2 agents needs to also have skill 1 in the beginning ?

If not, would it be possible to explain how exactly this feature works and in which context ?

thanks in advance.

-Alain
#Routing(ACD/IVR)

You can use skills to achieve what you want, removing the skill at the 30 second mark which will open the interaction up to agents that do not have the skill, but here is why you probably don't want to:

Warning: Due to current ACD Server limitations, when you update skills in an in-queue call, Interaction Attendant temporarily removes the interaction from the workgroup queue when updating the ACD skills. The interaction is  reprocessed when Attendant returns it to the queue, and resets any existing ACD statistics such as Queue Timeout and the interaction's position in queue.

The above statement is an excerpt from the help page for the attendant node you referenced in the subject.

I'm going out on a limb assuming you may not be familiar with handlers, but categories are an option here.  You can add and remove categories from an interaction without the same type of impact that adding or removing a skill has.  Note that adding and removing categories to an agent triggers the "ACD Available Agent" initiator...doing this a lot will cause the ACD subsystem to slow down.  You would need to determine an appropriate method to populate categories on agents.

There has also been the fairly recent addition of ACD Bullseye routing, which is more or less what you are looking for, but also requires handler knowledge and custom ACD.  The ACD tech ref has more about bullseye routing https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/acd_processing_tr.pdf

You could also re-evaluate what that 30 second window is really giving you.  You could just set your workgroup to ignore agent available time (would still be used in a tie breaker) and then use skill proficiency values to choose which available agent gets the call first.

There are a lot of caveats to each of these other methods.


------------------------------
Aaron Lael
State of Utah
------------------------------

Original Message:
Sent: 10-16-2019 16:13
From: Alain LeBrasseur
Subject: Add and Remove Skills from an In-Queue Call

trying to understand why and how we should be using this feature.
here's the scenario:
Skill 1 is required to take the call within workgroup 1.
After 30 seconds, I'd like my skill 2 agents to join and help.

question:
are my skill 2 agents needs to also have skill 1 in the beginning ?

If not, would it be possible to explain how exactly this feature works and in which context ?

thanks in advance.

-Alain
#Routing(ACD/IVR)

Thanks Aaron for this explanation.
This gives me a better idea how it works.

------------------------------
Alain LeBrasseur
438-888-1297
Quovim C3
Montreal, Quebec
Canada
------------------------------

Original Message:
Sent: 10-16-2019 16:47
From: Aaron Lael
Subject: Add and Remove Skills from an In-Queue Call

You can use skills to achieve what you want, removing the skill at the 30 second mark which will open the interaction up to agents that do not have the skill, but here is why you probably don't want to:

Warning: Due to current ACD Server limitations, when you update skills in an in-queue call, Interaction Attendant temporarily removes the interaction from the workgroup queue when updating the ACD skills. The interaction is  reprocessed when Attendant returns it to the queue, and resets any existing ACD statistics such as Queue Timeout and the interaction's position in queue.

The above statement is an excerpt from the help page for the attendant node you referenced in the subject.

I'm going out on a limb assuming you may not be familiar with handlers, but categories are an option here.  You can add and remove categories from an interaction without the same type of impact that adding or removing a skill has.  Note that adding and removing categories to an agent triggers the "ACD Available Agent" initiator...doing this a lot will cause the ACD subsystem to slow down.  You would need to determine an appropriate method to populate categories on agents.

There has also been the fairly recent addition of ACD Bullseye routing, which is more or less what you are looking for, but also requires handler knowledge and custom ACD.  The ACD tech ref has more about bullseye routing https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/acd_processing_tr.pdf

You could also re-evaluate what that 30 second window is really giving you.  You could just set your workgroup to ignore agent available time (would still be used in a tie breaker) and then use skill proficiency values to choose which available agent gets the call first.

There are a lot of caveats to each of these other methods.


------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 10-16-2019 16:13
From: Alain LeBrasseur
Subject: Add and Remove Skills from an In-Queue Call

trying to understand why and how we should be using this feature.
here's the scenario:
Skill 1 is required to take the call within workgroup 1.
After 30 seconds, I'd like my skill 2 agents to join and help.

question:
are my skill 2 agents needs to also have skill 1 in the beginning ?

If not, would it be possible to explain how exactly this feature works and in which context ?

thanks in advance.

-Alain
#Routing(ACD/IVR)

Hi Alain,

 For an agent to get a call they have to have all skills applied to the call at that time. Example if you have an agent with only a Skill of 2 and the call has a skill of 1 and 2 that agent would not get the call ,because it does not have skill 1. But if that same agent has a skill for 2 and 3 and the call has a skill of 2, the agent would get the call.

In our environment we apply all the skills for that queue at the very beginning and then remove skills to make more and more agents available. All Skills for our calls are 1 - 10, then we have agents that are 1-10, 2-10, 3 -10, 4 -10, etc. We then remove skill from the call at set intervals to make more and more agents available for the call.

To account for the issue Aaron mentions about resetting the ACD statistics, we have customized the IntAttupdateSkills handler to increase the priority of the interaction, so it doesn't lose its position in the queue.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 10-16-2019 16:13
From: Alain LeBrasseur
Subject: Add and Remove Skills from an In-Queue Call

trying to understand why and how we should be using this feature.
here's the scenario:
Skill 1 is required to take the call within workgroup 1.
After 30 seconds, I'd like my skill 2 agents to join and help.

question:
are my skill 2 agents needs to also have skill 1 in the beginning ?

If not, would it be possible to explain how exactly this feature works and in which context ?

thanks in advance.

-Alain
#Routing(ACD/IVR)

Thanks Scott, much appreciated. 
Makes more sense now.

------------------------------
Alain LeBrasseur
438-888-1297
Quovim C3
Montreal, Quebec
Canada
------------------------------

Original Message:
Sent: 10-16-2019 17:37
From: Scott Williams
Subject: Add and Remove Skills from an In-Queue Call

Hi Alain,

 For an agent to get a call they have to have all skills applied to the call at that time. Example if you have an agent with only a Skill of 2 and the call has a skill of 1 and 2 that agent would not get the call ,because it does not have skill 1. But if that same agent has a skill for 2 and 3 and the call has a skill of 2, the agent would get the call.

In our environment we apply all the skills for that queue at the very beginning and then remove skills to make more and more agents available. All Skills for our calls are 1 - 10, then we have agents that are 1-10, 2-10, 3 -10, 4 -10, etc. We then remove skill from the call at set intervals to make more and more agents available for the call.

To account for the issue Aaron mentions about resetting the ACD statistics, we have customized the IntAttupdateSkills handler to increase the priority of the interaction, so it doesn't lose its position in the queue.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-16-2019 16:13
From: Alain LeBrasseur
Subject: Add and Remove Skills from an In-Queue Call

trying to understand why and how we should be using this feature.
here's the scenario:
Skill 1 is required to take the call within workgroup 1.
After 30 seconds, I'd like my skill 2 agents to join and help.

question:
are my skill 2 agents needs to also have skill 1 in the beginning ?

If not, would it be possible to explain how exactly this feature works and in which context ?

thanks in advance.

-Alain
#Routing(ACD/IVR)