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  • 1.  Proficiencies clarification

    Posted 05-29-2024 11:34
    No replies, thread closed.

    Good day,

    I have heard a couple different answer so wanted to get some clarity on how proficiencies impact the routing of contacts.  While I am aware proficiencies impact how contacts our disbursed among agents do the proficiencies also set priority in relation to how quick a contact is picked up?  For instance. if proficiencies are setup like the below

      Skill A Skill B Skill C
    Person 1 5 4 3
    Person 2 4 5 3
    Person 3 3 3 3

    Calls Holding  
    Skill C 2:03
    Skill B 1:32
    Skill A 0:34

    Would Skill B be the next contact answered because person 2 has a proficiency of 5 or would skill C be the next contact answered as it is the longest hold time even though all proficiencies are set to 3?  This is assuming all calls are in the exact same queue.


    #Routing

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    Jon Goodman
    Osaic, Inc.
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  • 2.  RE: Proficiencies clarification

    Posted 05-31-2024 08:10
    No replies, thread closed.

    Currently agent proficiency does not impact the decision for which interaction is answered first in a call surplus scenario.

    Assuming the wait time above is the Conversation score (e.g. Wait Time + Priority) then whichever agent becomes available will take the highest conversation score interaction when they become available. In your case Skill C.



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    Richard Chandler
    Connect
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  • 3.  RE: Proficiencies clarification

    Posted 05-31-2024 08:25
    No replies, thread closed.

    Thank you, Richard.  That was my picture, but wanted to be positive.



    ------------------------------
    Jon Goodman
    Osaic, Inc.
    ------------------------------

    Original Message


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