Hi,
In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).
Imagine that:
Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.
All agents are interacting.
11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.
An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.
The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.
We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds.
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.
Any help would be very much appreciated.
Best regards,
Jorge Baptista
#Routing(ACD/IVR)
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Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
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