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  • 1.  Skill Rating and Bullseye Routing Method

    Posted 05-19-2023 11:31
    No replies, thread closed.

    Hey Community - 

    Our Contact Center wants to understand the effectiveness of adding skill ratings to agents in a Bullseye Routing Method queue set-up.

    Is it effective using this type of routing method? Or does it complicate things?

    What is the best routing method to utilize skill ratings?

    What happens when someone does not have a rating set for an assigned skill, does it default to '0'?

    Thanks!


    #Routing(ACD/IVR)
    #Unsure/Other

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    Melissa Callender
    Operations Specialist
    Ontario Teachers' Pension Plan
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  • 2.  RE: Skill Rating and Bullseye Routing Method

    Posted 05-21-2023 23:27
    No replies, thread closed.

    Bullseye routing can use skills and the agent evaluation process is the same as normal skills-based routing as it pertains to the skill level.  You are really playing with the math when using both since you are asking the system to only consider agents in a particular ring and then the skills of those agents and the skill level of each.  Unless you have a LOT of agents available for a single call coming in, I don't think it will make much of a difference and there is no way to see skill levels in any view I know of.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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