Hi,
I have a scenario to route the call to high skilled agent.
My scenario is:
having 2 skill
Product and Language
Max skill is 1 and min is 10
If call comes in then first strategy needs to find Product =1 & Language=1 then Product = 1 & Language = 2 …
right now I am doing it is loop , is there any other way to do it?
I got something like below , but i am not sure how it will work.. ANY IDEA.
(SkillTest * 1000 + $(StatTimeInReadyState))
THANKS IN ADVANCE..
Hi,
this topic has been discussed here recently. Please look here - http://www.sggu.com/smf/index.php/topic,7142.0.html
R.
And to the solution in short (just in case):
Target selection object has as target skill expression like “Product >0 & Language>0” so only agents having both this skills (of any level) are potential targets. And selection critetia (statistic) the expression like
‘($(StatTimeInReadyState) - Language * 1000)’ with selection criteria selectMax to be used.
Agents having higher value of this expression will be selected (skill value in this expression is subtracted here to make lower value meant more skilled agent).
If Agent1 and Agent2 both ready Agent1 has Language as 4 and ready for 1 min and Agent2 has Language as 2 and waiting for 30 sec then for Agent1 the statistic value will be 90-4000= -3910 ands for Agent2: 30-2000 = -1970 and Agent2 will be selected.
Hi,
Thanks for your reply…
So as per my target ..
Target = ($(StatTimeInReadyState) - Language * 1000) & ($(StatTimeInReadyState) - Product* 1000)'.
Agent 1 = Language = 3 & product = 4 , ready for 1 min
Agent 2 = Language = 5 & Product = 6 , ready for 5 min
so Target will be
Agent 1 = (60 - ( 31000) & (60 - (41000)) = (60- 3000) & ( 60 - 4000) = -2940 & -3940
Agent 2 = (300 - (51000) & (300 -( 61000)) = (300-5000 ) & (300 - 6000) = - 4700 & - 5700
So , agent 1 will be selected .. Am i right?
Target is “Language>0 & Product>0”
Selection statistic is variable with content like
($(StatTimeInReadyState) - Language * 1000 - Product * 1000)