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How Skill Rating Works

  • 1.  How Skill Rating Works

    Posted 06-17-2022 00:51

    Hello,

    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?


    #Routing(ACD/IVR)

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    Subhro Bhattacharjee
    Cognizant Technology Solutions India Private Limited
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  • 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: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing







  • 3.  RE: How Skill Rating Works

    GENESYS
    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
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  • 4.  RE: How Skill Rating Works

    Top 25 Contributor
    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?

    Cheers



    ------------------------------
    Jeff
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  • 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: https://genesyscloud.ideas.aha.io/ideas/INB-I-1508​​

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    Brian Jones
    Ascension Health – IS, Inc.
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  • 6.  RE: How Skill Rating Works

    GENESYS
    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
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  • 7.  RE: How Skill Rating Works

    Posted 16 days ago
    @Chris Bohlin Hi Chris, I was wondering if there is a way around this.

    If we have one queue called Energy
    We have 2 skills - Energy - General and Energy - Prepayment
    We have 50 calls holding in the queue and all agents are busy none available.
    An agent comes off a call and the oldest call holding is Energy - General for 30 mins and there is an Energy - Prepayment call holding for 20 minutes.
    That agent has 5 stars on Energy Prepayment skill and 3 stars on Energy - General so we want them to be delivered the call holding for 20 mins not 30 minutes.

    The stars only work when there is a pool of agents available and not if an agent goes into idle and there is a call holding where they have 5 stars for is that correct?

    Hope I made that make sense.

    Many thanks

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    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
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  • 8.  RE: How Skill Rating Works

    Top 25 Contributor
    Posted 15 days ago
    If prepayment is your priority "queue" then you can add additional time to the call priority to override it a bit..but its something you shouldn't take on lightly, if prepayment is set a priority of 50 and general is priority of 10, it artificially for allocation purposes adds 50 minutes to any queue time for a pre-payment call

    I hope this makes sense

    Andy

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 9.  RE: How Skill Rating Works

    Posted 15 days ago
    The skill priorities work to rank agents amongst each other, they don't rank the calls.

    There is a separate priority value that you can assign to a call in the Architect flow when transferring to ACD. If you wanted Energy - Prepayment calls to always be answered first (or at least given a higher priority) then you could increase the priority here.

    However if you want Prepayment calls to be prioritized for some agents and General calls to be prioritized for other agents (so regardless of how long calls have been waiting, different agents gets calls from different queues first) then I'm not sure that's possible, if you still want to retain blended agents.

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    James Dunn
    Pitney Bowes Inc.
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  • 10.  RE: How Skill Rating Works

    Posted 15 days ago
    Thank you James and Andy for your response, we do use the priority for calls but we don't want to give them any boost per say here, we just want agents to be able to get calls from already waiting interactions first, wherever they are in the queue before other calls. But having read through things it doesn't seem as if it is possible or works in that way, which is a shame, we use skills standard routing, best skill available and also dont want to change from that too.

    Might have to throw it on the ideas board. Thanks again.

    ------------------------------
    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
    ------------------------------



  • 11.  RE: How Skill Rating Works

    Top 25 Contributor
    Posted 15 days ago

    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

     

     

    Thanks

     

    Andy Jackson

     

     



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  • 12.  RE: How Skill Rating Works

    GENESYS
    Posted 15 days ago
    Nitin - for this use case - you really want to use interaction-level priority.  The proficiency ratings you are referring to help us choose which agents get the interactions first (higher proficiency agents get interactions ahead of lower scored agents) but to prioritize individual transactions - you can use interaction priority and set that in your architect flows.

    Andy outlines a bit of how priority works in his explanation as well.  (Thanks, Andy!!!)

    Hope this helps.

    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 13.  RE: How Skill Rating Works

    Posted 15 days ago
    Thanks for the response @Chris Bohlin - we do use the priority already but that boosts the call to the top but we want an agent to be able to pluck that waiting interaction without it having a priority as there might be 20 agents out of 70 only trained in that particular skill so when 1 of them 2 agents goes into available that call for their skill even if it isn't the oldest call holding, they will answer. Unfortunately there doesn't seem to be a way around it, it's a feature we used heavily in Avaya so fingers crossed it's functionality one day.

    Thanks all. ​

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    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
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  • 14.  RE: How Skill Rating Works

    Top 25 Contributor
    Posted 14 days ago
    Edited by Anton Vroon 14 days ago
    If you have 1 Queue, lets say Sales
    and you have 2 skills, lets say low value and high value.
    And you only give a subset of agents the high value skill, and give a large priority boost to these calls in the routing.
    Then when an agent goes available with the high value skill they will get High Value calls if there are any in the queue before taking low value calls, and if there are none they will take a low value call. While the Low value calls will get answered normally by the larger pool of agents.

    Does this not achieve what you are after?

    Edit: And the wait time is irrelevant if the priority boost is high enough. So if a high value call is in queue for 1 second and there are 20 low value calls waiting for 20 minutes, the high value call will still get answered first and only by that subset of agents.

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    Anton Vroon
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  • 15.  RE: How Skill Rating Works

    Top 25 Contributor
    Posted 14 days ago
    Hi

    You can set the queue to have manual allocation, but it would  mean adding a role/permissions to the agents that you want to allow to pluck calls.

    Not sure what you were doing on the Avaya, I have loads of experience on Avaya Aura and not seen that unless you are talking about multiple skill queuing with priority set

    Queue to Skill 1 / 2

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    Andy Jackson
    Ten Lifestyle Management Limited
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