Considering Agent Skill Level in Multi-skill Envrionment

Architect & Flows
1

Hey, guys,

I am working on yet another interesting project here and would love your input!

Here is the requirement:

in a multi-queue, multi-skill environment, take into account agent’s level for that skill when deciding which call to route to this agent.

While this may sound very simple, in fact, what is needed is this:

  1. You have two skill: Skill A and Skill B
  2. You have an agent V with Skill A = 10, and Skill B = 1 and agent X with Skill A=2 and Skill B = 10
  3. You have two queues: Queue A (targeting skill A) and Queue B (targeting skill B)
    What you need to do is:
    when you have calls in both Queue A and Queue B, you decide the order of which call to route to the agent based on which skill is higher. So, if Agent V becomes available, you ALWAYS route call from queue A first. If Agent X becomes available, you ALWAYS route call from queue B before routing calls from A.

In other words, you route call from queue for which the ready agent has the highest skill first.

I know this is not the way URS was designed, but this is what we need to achieve. I am making a very complex PriorityTunning-based strategy to get this done, but I was hoping you could suggest some simpler way to do it.

Thanks!
Vic

2

There is a workaround in URS 7.5 to do this using the statistic section of a target block.

I haven’t done it for a while but if I recall correctly you create a variable before targeting called “MultiSkill”, set this variable to ‘’, and then use the variable in the Stat section of your target block. Then URS will target the highest skilled ready agent.

I think… I will check tomorrow when at work and confirm.

Failing this you can use cascading skill values in consecutive targets (not very elegant), or Service Level based routing rules which will target the agent with the least variance from the skill expression in the rule (not much variance in the available skill levels).

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