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  • 1.  Variable Skills based routing

    Posted 10-29-2018 15:47
    No replies, thread closed.
    I have 2 DID's that I want to flow into 1 queue.  
    DID 1 will follow the flow normally and rings any agent. (no skills evaulated)
    DID 2 would be skills based and attempt to reach an agent matching that skill first, then move onto the rest of the queue.

    I understand I can create another queue and use bulls-eye routing to accomplish this.  I also understand I can change my queue to bulls-eye with a 2 or 3 second time to drop the skill.  That being said, there may be times when there are no skilled agents on queue, so I don't want to delay DID 1 calls 2-3 seconds if avoidable.

    Anyone have any insights or suggestions?
    #Telephony

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    Brandon Wilch
    Indiana University Health
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  • 2.  RE: Variable Skills based routing

    Posted 10-29-2018 16:50
    No replies, thread closed.
    I would probably set up the Inbound Call Flow with a Starting Task that uses a Decision action to look at the Call.CalledAddress variable, and if it equals the DNIS for the non-skilled transfer then use a Transfer to ACD action to send it to the queue without skills. If the CalledAddress does not equal that DNIS, then presume it matches the other DNIS (since only those two go to the flow) and use the Transfer to ACD, but assign the skill and also assign a specific In-queue Call Flow for that transfer (different from the other transfer).

    Then, in the In-queue Call Flow for the Skilled transfer, Immediately use the Transfer to ACD to transfer the call back to the same queue, but without the skill. (If you want to wait a short bit, say, 15 seconds, then play hold music for that amount of time before doing the transfer just in case an agent becomes available in that time.)

    Now, using this tactic will skew the statistics for the queue, since it will increase the number of calls that entered the queue by doubling the number of times such a call gets immediately transferred back in (I think).

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 3.  RE: Variable Skills based routing

    Posted 10-30-2018 14:39
    No replies, thread closed.
    Would you be able to accomplish this using skill proficiency and "Best available skills" routing?
    I.e. all agents would have the required skill, but with different proficiency levels. A calls requiring the skill would go to an agent with high proficiency, if available. If not available, the call would go to an agent with low proficiency. A call not requiring the skill would go to any agent.

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    Sven Schiller
    Kognitiv
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    Original Message


  • 4.  RE: Variable Skills based routing

    Posted 11-06-2018 09:43
    No replies, thread closed.
    Thank you both for the suggestion.  George, I like the idea you suggest, however, skewing the call volume would create a concern.  Ultimately, I think we are going to set the queue to bulls-eye with all skills matching and give it 3 seconds before stripping the skill tag.  That way if a skilled agent is available, it will route to the skilled agent, but if after 3 seconds one isn't available, it will push over to the non-skilled agent. 

    Though it has the possibility of adding 3 seconds to the caller's hold time, we felt this was going to be the simplest method to accomplish what we were going for.

    Again, thank you for the feedback.

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    Brandon Wilch

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    Original Message


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