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  • 1.  Adding Skill routing in Architect Call Flow

    Posted 10-26-2022 16:37
    No replies, thread closed.
    I am very new to call flow creation.

    I have a simple, or to me it seems simple, call flow

    Thanks for calling
    For Facilities Press 1
    For IT Press 2
    For HR Press 2

    Facilities Update Data (Flow.TargetSkill = Facilities / Flow.TargetQueue = Support)
    Single Queue to handle all and calls distributed via Skill and agent Skill priority

    GoTo Queue
    Transfer to ACD (FindQueue(Flow.TargetQueue) / Under Routing - FindSkill(Flow.TargetSkill)

    I have one agent with Facilities Skill Priority at 5 stars and one agent with Facilities Skill Priority at 3 stars.  The expectation is that calls will go to the higher priority agent first, but it is just routing on queue, between agents, regardless of skill priority.  I have set bullseye routing to check the skills before going to best available.

    Kinda stumped here and any assistance would be greatly appreciated.
    #Routing(ACD/IVR)

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    John Anaya
    Amdocs Management Limited
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  • 2.  RE: Adding Skill routing in Architect Call Flow

    Posted 10-26-2022 18:17
    No replies, thread closed.
    You may want to review the evaluation method you are using within the queues involved to make sure it is consistent with your design.  It sounds like Best Available Skills would be the appropriate setting for the design you are describing.

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    Matt Riedl
    AdaptHealth LLC
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    Original Message


  • 3.  RE: Adding Skill routing in Architect Call Flow

    Posted 11-03-2022 13:26
    No replies, thread closed.

    Hey, John!

    Can you elaborate on "I have set bullseye routing to check the skills before going to best available."? It doesn't sound to me like you need bullseye at all. Just set to Standard Routing and "Best Available".

    Bullseye has it's place, and it's uses, but it can screw you up if you haven't planned it through. At it's most basic, its purpose is to allow a call to wait for a "better" agent before attempting a less-than-optimal one. For example, you might want Sales calls to go to Sales agents, but once they have been waiting for a period (say 30 seconds) then consider Customer Service agents as well. This can be done in two ways (or in a combination of two!) You could put all the ideal agents in Ring 1 and the progressively less ideal agents in Rings 2, 3 and so on, or you can have it drop a skill requirement as the call waits. (Say you have product knowledge skills in this hypothetical "Sales" queue, you might say "well, once the call has been waiting for a minute, just get a Sales agent, regardless of product knowledge.").

    In your case, it sounds like Bullseye is overkill.

    HTH



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 4.  RE: Adding Skill routing in Architect Call Flow

    Posted 11-10-2022 16:59
    No replies, thread closed.
    Just to add a bit to Paul's post (thanks, Paul!!!), Bullseye routing isn't checking any skills, its stripping skills off the interaction for routing purposes so that you can expand the pool of agent to have less stringent skill requirements.

    Hope that helps!

    Chris Bohlin

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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


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