We have provided CME access to our supervisors to change skills & skill levels to agent.
In our case skill level must be 1, 3, 5… etc.
Sometimes supervisors set skill level 0 to an agent. This is causing problem in call routing.
Because our strategy doesn’t look for 0 skill level - don’t ask me to modify the strategy, because business doesn’t want 0 skill level.
I was wondering is there any way we can put some sort of filter in CME so that supervisors can not set 0 skill level?
Have never heard of this being possible directly in CME, however, you could look at a product (to purchase or build your own) that will give access to do skill changes via another application, but will have a limit on what can be entered.
Failing that, report it. I’m sure that the workforce managers will love the fact that agents are in a state to not take calls because of the managers.
You may want to emphasize to the supervisors that Skill = 0 is the same as the user not having the skill at all.
I have used the Skill = 0 in the past to temporarily remove an agent from a Virtual Agent Group, but wanted to keep that skill there so I knew they were to have the skill to begin with.
If only you could, it would be easy enough to set the Skill Level required to “<2”, meaning either 1 or 0 would do the trick. However, as Kevin pointed out, most of the time we would use Skill Level 0 to indcate “no skill”.
I’d echo what is here and either get the business to realise the implications and not set the Skill Level to 0 - or make a very small change to your Target in the Strategy, to circumvent these “mistakes” being made by the Supervisors.
Just wanted to know if there is any other problems when an agent’s skill set values are set to 0 other than no calls are being routed to that agent?
From historical reporting perspective would be more helpful.
SkillLevel = “0” is a valid integer, the same as “1” - or any other number - it is not “Null”. It’s actually what you do with it within your Routing that makes the difference…
If you set a Target as a SkillName @ SkillLevel < “1”, it’s the same as SkillLevel = “0”.
If you set a Target as a SkillName @ SkillLevel <= “1”, it will include SkillLevel = “0” and “1”.
However, if you set a Target that assumes SkillLevel = “0” actually means “Null”, you will run into problems. For example;
If you design a Strategy which looks for a Target SkillName/SkillLevel which is anything other than (<>) “1” (assuming you are actually trying to get anything higher than “1”) - don’t forget that it will also include any Agents who have been configured with a SkillName/SkillLevel of “0”. Because “0” is not Null - and it is also not “1”.
Thanks Adamgill that was quite explanatory. I still have a long way to go with the strategy designing since am new with the technology. Will play with it
