Thank you, Richard. That was my picture, but wanted to be positive.
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Jon Goodman
Osaic, Inc.
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Original Message:
Sent: 05-31-2024 08:09
From: Richard Chandler
Subject: Proficiencies clarification
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
Original Message:
Sent: 05-29-2024 11:33
From: Jon Goodman
Subject: Proficiencies clarification
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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