Hi,
There is a lot of misunderstanding out there surrounding ACD in general and Bullseye in particular.
Firstly, let's consider what ACD does with regard to Skills. This depends on the Evaluation Method selected. The default, "All Skills Matching" ignores the proficiency (what you refer to as "Starring") and simply assigns the interaction to the Agent who has all the Skills that the interaction requires and has been "Available" the longest. Next, there is "Best Available Skills". In this case, it takes all of the Agents who have all the Skills that the interaction requires but now calculates what their proficiency (stars) is in those skills (basically an average.) It then assigns the interaction to the one with the highest overall proficiency. In the case of a tie, the Agent availability time is used as a tie-breaker. Finally, we have "Disregard Skills, next agent", which, as the name suggests, simply goes for the Agent who has been "Available" the longest, with no consideration of skills at all.
Note: "Available" time is not calculated in the way that many people expect. It is the time since the last ACD interaction was disconnected, which if you allow multiple simultaneous interactions is not the same as Idle time.
OK, so now on to Bullseye. This basically affects the "pool" of agents that are considered above. The idea here is that the system starts with a small set of agents and expands the search as the interaction waits. In essence, it's to deal with the balance of getting an interaction to the most qualified ("best") agent, whilst at the same time not keeping the customer waiting too long. There are two, basic, ways to use it (which can be combined).
- Let us say you have a Sales Team, a Customer Service Team and a Finance Team. When a call comes in for Sales, it should go to that Team, however if it is waiting for a period of time, you want to utilize first Customer Service, then Finance Agents. You would create three "Rings" and assign the Sales Agents to Ring 1, the Customer Service Agents to Ring 2 and the Finance Agents to Ring 3. As the interaction waits, the system will expand the rings and therefore the number of Agents being considered. (Any Skills / ACD requirements within that group are as above.)
- OK, let us assume you offer service in multiple languages, you have several sales regions and multiple products. So, you have created Skills for each Language, Region and Product. When an Interaction comes in, you ideally want an Agent who speaks the language, is assigned to the Region and has appropriate product knowledge to receive it, so you require those three skills. However, you decide that after a period of time, you want to disregard Sales Region, and after a while longer, you want to disregard Product-specific Knowledge. In this case, you again create three rings, you add all the Sales Region skills to the "Skills to remove on exit" for ring 1 and all the Product skills to the "Skills to remove on exit" for ring 2. (You cannot remove language skills.) What will now happen is that as the call waits, the skills progressively dropped, thus expanding the pool of Agents. Within that pool, however the methodology described above applies, using the remaining skills.
I hope that makes some sense? Feel free to reach out if you need further clarification.
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 02-09-2024 14:22
From: Mackenzie Becker
Subject: Bullseye Routing and Skilling
What role do skills play in bullseye routing? Our team is trying to understand the exact role they play and what the effect of the starring has on them.
#Routing(ACD/IVR)
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Mackenzie Becker
Athene
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