I'm sorry if I am being completely stupid here, but I don't follow at all - either your use case or your concern. What data are you referring to? What do you mean by "6 skills and we will try one by one"? In your example, where are Skill 1, 2 etc coming from?
Let us consider a call list with a few thousand entries. One of the columns is named "Language" (per your initial question) and contains one of (say) 4 language codes according to the language requirement of the contact. EN - English, FR - French, ES - Spanish, DE - German.
OK, so I create those 4 skills and assign them to my agents. Let us assume (for the sake of argument) I have 30 Agents. Some Speak all 4 Languages, Some Speak 3, Some speak 2 and some speak only 1. So I assign those skills accordingly. (Remember Agents can have multiple skills.)
So, When my agents are all logged in, Dialer maintains a list (internally) of the number of agents with each skill. So, lets say that looks something like this:
English - 20
French - 15
Spanish - 15
German - 10
(Note that's 60 total, but only 30 agents, that is due to the multi-skilling).
Right, now the CCS will send a block of contacts to be Dialed to the ODS. Let's assume (to make the numbers easy) there are 300 contacts in that block. It will do that in the above proportions, so that will be 100 Contacts who need English, 75 who need French, 75 who need Spanish and 50 who need German.
Ok, so (with Predictive Dialing). Say the Campaign is currently running at 4 calls per agent (25% contact rate.) 3 Agents are about to become available, so it needs to place 12 calls in total.
Those three agents have the following skills:
English: 3
Spanish: 1
French: 2
German : 0
So, it will place the calls in those proportions. 6 to contacts requiring English, 2 to contacts requiring Spanish, 4 to contacts requiring French.
That's where Skills based
Dialing ends.
Now, once calls are answered and agents become available, the system used ACD (Skills based
Routing) to connect the calls that were actually answered to agents with the appropriate skill.
From the above, since we have more English-skilled agents logged in, it will dial more English-speaking contacts. If we have no (say) German-skilled agents logged in, then it won't dial any German-speaking contacts and so on. Since it's calling based on the number of agents logged in with the skill, who are predicted to become available, and its call volume is directly related to the calculated likelihood of an answer, then (given enough agents, which is needed for Predictive dialing anyway) we should end up with pretty much 100% agent utilization with almost no abandons AND no call being given to an agent who cannot communicate in the necessary language.
I'm hoping that makes sense. Can you explain which part is causing concern?
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Paul Simpson
Senior Technical Instructor
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Original Message:
Sent: 05-07-2019 16:07
From: Tayfun Dumlupınar
Subject: Rout skill in Outbound calls
There will be a lot of different data and some agents can be more available.This is our worry.
If an agent is not available we will try next one ,until the available agent.
Maybe there is 6 skills and we will try one by one
For example ; We will route to skill1 but there is no any agent in skill1 then we will try skill2 ,if there is not any agent in skill2, we will try until the last skill.
If there is not any avail agent in skills we will route to call in pool.
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Tayfun Dumlupınar
GLOBAL BILGI
Original Message:
Sent: 05-07-2019 15:48
From: Paul Simpson
Subject: Rout skill in Outbound calls
Ok, I have to ask the obvious (probably dumb) question: Why?
I'm sure you could do it with Handlers, or maybe a pre-call policy. but you run the risk of calling someone and then not having an agent with the required skill Available or even logged in!
I would be interested to hear your use-case and why Routing will work, but Dialing won't...
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 05-07-2019 15:43
From: Tayfun Dumlupınar
Subject: Rout skill in Outbound calls
Thanks Paul for answer. I used that configuration but now I don't want to use Skills-Based Dialing. I just want to use Skill-Based Routing.
Can I use it with custom handlers ?
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Tayfun Dumlupınar
GLOBAL BILGI
Original Message:
Sent: 05-07-2019 13:55
From: Paul Simpson
Subject: Rout skill in Outbound calls
You do this by configuring Skills-Based Dialing.
It's (relatively) easy to set up, however I would strongly encourage you to attend the Dialer Training if you are involved in managing and configuring a Dialer site.
To do this:
- Firstly identify a column in your contact list that contains the distinguishing feature (in your case, language).
- Identify all of the possible values that are in that column.
- Ensure that you have an IC skill that corresponds to each possible value.
- Assign the skills to the agents (as normal)
- Create a Dialer Skill Set. In this, you identify the column and then map each value to its corresponding skill. (You can also define a "Dialing Ratio" so that the system will, with all else equal, dial some skills more agressively than others. You can also define a minimum proficiency that the Agent must have for the skill before they are considered by Dialer)
- Add the Skill set to the Campaign.
- "Run Test" on the Campaign and it will show you how many contacts you have for each skill requirement.
There are ICBM views that allow you to see, in real time, what the skill requirements are for remaining contacts and how many agents are logged in with those skill requirements. You can assign mutilple Skill sets if you need combinations.
Be aware, however, that neither Agent-Owned callbacks nor Finishing Agents consider Skills.
If you want / need a detailed explanation of how it works "under the hood" - please sign up for the class ;-)
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 05-07-2019 05:27
From: Tayfun Dumlupınar
Subject: Rout skill in Outbound calls
We want to route skill in outbound calls according the database information.
Does anyone try this ?
For example : DB Column =Language -EN to skill EN
Thanks
#Handlers
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Tayfun
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