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We have been working on routing of ACD call based on Skill rating and not sure exactly how it works. If anyone could provide some info on this, would be very helpful.Below is the test scenario we have executed and the test result.
Agent 1, having 5 Star Skill, Agent 2 having 1 star skill.Agent 2 went on queue before Agent 1.
When the 1st call came in to Test queue, though Agent 1 logged in latter than agent 2, believe due to higher skill set (5 Star skill), Agent 1 got the call.
For the 2nd call in Test queue, both Agent 1 & Agent 2 onQueue, the call went to Agent 2 having lower skill rating than Agent 1.Questing here is, is it because Agent 1 already got one call and Agent 2's ideal time in the queue is more than agent 1.
Agent 3 been introduced in the system and below are how the skills have been assigned.Agent 1, having 3 Star Skill, Agent 2 having 1 star skill & Agent 3 having 5 star rating.
For the 3rd call in Test queue, both Agent 1/2/3 onQueue, the call went to Agent 3 having higher skill set than both Agent 1 & 2.
How exactly Genesys determines / target the available agents based on the Skill Rating?
Hi @Chris Bohlin,Thanks for that titbit of information to use 'best available skills' evaluation method on the Queue.Can I clarify exactly how the Agent Score is calculated (i.e. the actual formula) and how the Skill Rating (0 stars to 5 stars) affects the Agent Score - is it the same as it was in Architect where every half star represented 1 point, and 1 point is the equivalent of 1 minute?So if an Agent A is 5 star rated but is only Available since last interaction for 5 minutes, and Agent B is 0 star rated but is Available since last interaction for 20 minutes - the 5 stars only gives an effective '10 minute' advantage in the Agent Score - so Agent B will still get chosen?
------------------------------JeffOriginal Message:Sent: 06-24-2022 14:29From: Chris BohlinSubject: How Skill Rating WorksHi Subhro and Paulo - thanks for starting this discussion. To be able to route using agent skill proficiencies, you need to have your queue set to the 'best available skills' evaluation method - otherwise, we don't take proficiency into consideration. When using this method, agents must have ALL skills matching hte interaction that comes into queue as well. So, if the interactions is tagged with the sales and support skills, we'll only consider agents with both of those skills. From there, its as Paulo laid out - we combine all the proficiency values across the skills to make a proficiency score and then route to that agent.Hope that helps.------------------------------Chris BohlinProduct Manager - PureCloudOriginal Message:Sent: 06-17-2022 07:18From: Paulo MesquitaSubject: How Skill Rating WorksHi Subhro,The system is actually looking for someone with the highest Agent score.There is some info here: https://help.mypurecloud.com/articles/genesys-cloud-acd-processingOriginal Message:Sent: 06-17-2022 00:51From: Subhro BhattacharjeeSubject: How Skill Rating Works
We do a similar thing for our office calls, they are always 15 seconds lower on priority so that customers come first, we don't have a wait time really so 15 is more than enough for us
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