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  • 1.  Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Top 25 Contributor
    Posted 02-21-2024 10:52

    I need advice on the simplest way to configure routing for our Web Messaging group. 

    We currently have a group of agents who handle Web Messaging and we would like to some agents be the primary agents receiving these interactions and the others serve in a back-up capacity (only get the interaction when the primary agents are busy).  We are configured with the utilization to allow each agent to receive up to three interactions at a time.  How can I make sure that those primary agents are maxed out (three interactions) before any web messages go to the back up people. 

    The goal is for these back-up folks to be able to stay on-queue at all times and only get those Web Messages when the other agents utilization is maxed out.  

    Standard routing with different proficiency levels is not doing it as, when an agent with the highest proficiency has one web message and a new web message comes it, it is routing to the next longest available agent with those skills, even though the higher proficiency agent still have the capacity to take two more interactions.  

    Again, I am looking for the simplest way to get this result.  The less work my telecom team has to do, the better.


    #DigitalChannels

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.
    Best Answer

    Posted 02-27-2024 22:11

    If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Top 25 Contributor
    Posted 02-28-2024 08:51

    @Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 4.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Posted 02-28-2024 11:05

    Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Top 25 Contributor
    Posted 02-28-2024 15:27

    "Best Available Skills" worked!  Thank you Robert!



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 6.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Top 25 Contributor
    Posted 03-01-2024 08:56

    @Robert Wakefield-CarlI spoke too soon.  It seemed to work in the tests but it actually doesn't work.  It is still routing web messages to other agents with 0 star proficiency before the highest proficiency agents are maxed out.  The goal is for no web messages to route to the low proficiency agents until the higher ones are maxed out with their 3 utilization.  Will either Bullseye routing of Preferred Agent routing solve the problem?  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 7.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Posted 03-01-2024 10:37

    Just to confirm. You are sending the messages into queue using the Transfer to ACD and you are assigning a skill at that transfer point?  If not, then no skill assignment will be considered and it will only look at idle time.   Also, idle time is not since last hangup, but last alert of an ACD interaction.  Thirdly, conversations can remain open for up to 72 hours, so unless the customer disconnects the session or you have the messaging configuration set to disconnect the session, you would have to wait for that 72 hours to release the session which could affect utilization.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Top 25 Contributor
    Posted 03-01-2024 11:51

     @Robert Wakefield-Carl  The messages go into the queue using Transfer to ACD and are then routed by skill assigned.  The sessions disconnect when the interaction is over.  Utilization is set for 3 Web Messages.  If Suzie is the primary Web Messages agent and Jim is the back up, I want Suzie to be maxed out with three active interactions before any go to Jim.  If Suzie has less than 3 going at once, nothing should ever go to Jim.  How can I do that? 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 9.  RE: Best Web Message Routing so higher proficiency agents are Maxed out (utilization) before routing to lower proficiency agents.

    Posted 03-01-2024 12:05

    You could use Bullseye to keep it at those first agents before moving to others.  I would like to see the conversation details to see how the system is choosing the agents.  In the conversation details in the API, you should see Agent Score near the bottom of the details.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



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