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How Skill Rating Works

  • 1.  How Skill Rating Works

    Posted 06-17-2022 00:51


    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?


    Subhro Bhattacharjee
    Cognizant Technology Solutions India Private Limited

  • 2.  RE: How Skill Rating Works

    Posted 06-17-2022 07:18
    Hi Subhro,

    The system is actually looking for someone with the highest Agent score.

    There is some info here:

  • 3.  RE: How Skill Rating Works

    Posted 06-24-2022 14:30
    Hi 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 Bohlin
    Product Manager - PureCloud

  • 4.  RE: How Skill Rating Works

    Posted 07-03-2022 20:24

    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?



  • 5.  RE: How Skill Rating Works

    Posted 07-13-2022 18:41
    @all - It's also worth noting, "the amount of time since the last interaction an agent handled" is the haymaker within the agent score/calculation. Clearly it can easily be glossed over in the aforementioned ACD Processing article and the Routing and Evaluations Methods article.

    We literally just learned the hard way about the impact of the time since last interaction. 
    Basically we only want the proficiencies to be considered given we want the better-equipped available agents to get said skilled call first versus those less-equipped. In other words, we don't want the time since last interaction to be considered at all in the agent score given that eventually defeats the purpose of proficiencies. Unfortunately we lost this agent score modification capability after migrating from PureConnect. That system allowed us to disable "Use Available Time in Skills Calculation".

    @Chris Bohlin - I just opened a product idea for this in case anyone is interested:​​

    Brian Jones
    Ascension Health – IS, Inc.

  • 6.  RE: How Skill Rating Works

    Posted 07-25-2022 09:52
    Brian - do you have this toggle enabled in your org?  

    I think you would want that enabled so that the proficiency score would be used first.  Once the scores are tallied, assuming 2 agents have the matching scores, teh one with the longest idle duration would win out.

    Chris Bohlin
    Product Manager - PureCloud