Author Topic: How to prevent multimedia interactions to flood voice agents?  (Read 625 times)

Offline fro

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How to prevent multimedia interactions to flood voice agents?
« on: September 01, 2017, 06:08:27 PM »
Hello there,

We have a (formerly voice-only) contact center and we are now adding multimedia channels to it. We have multi-skilled agents (that is, our agents can handle interaction arriving over multiple channels).

We are noticing that, because of the large amount of multimedia interactions (workitems, chat, email) that arrive at the contact centre, the situation can occur that all our agents are busy. This, in itself, is not a bad thing :-)

But then, when new voice calls arrive, there are no agents available to take the calls, leading to negative customer experience on the phone channel. The customer experience of people trying to reach us by phone is very dear to us. Therefore, we want to avoid the situation that all agents are busy.

How can we ensure that at any time, a small number/percentage of our multi-skilled agents remain available for inbound voice, without needing to remove all non-voice skills from a certain group of agents (essentially reducing them to voice-only agents)? Any hints, tips or pointers?

Thanks in advance!

Frank

Offline Kubig

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Re: How to prevent multimedia interactions to flood voice agents?
« Reply #1 on: September 01, 2017, 06:24:55 PM »
It is very general question and quite difficult topic to help in few words and without any knowledge of your environemt. But in general,use Capacity rules as first. As second, hire agents to cover your real traffic peak - recommend to use WFM or something like that to calculate proper number of agents regarding real traffic.
« Last Edit: September 01, 2017, 06:29:25 PM by Kubig »
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Offline hsujdik

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Re: How to prevent multimedia interactions to flood voice agents?
« Reply #2 on: September 01, 2017, 11:32:54 PM »
Like Kubig said, its hard to tell without knowledge of your environment or what you expect, or what are their capacity rules.

But, what we usually do here is to have Capacity Rules to be reached if "One Voice OR 'X' Multimedia Interactions" and set the statistic for targeting multimedia agents based on MAX RStatAgentLoading instead of MIN. This way, agents that are already treating multimedia will receive other multimedia interactions first, leaving other agents to receive voice. Not sure if I was clear on that :)

Offline terry

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Re: How to prevent multimedia interactions to flood voice agents?
« Reply #3 on: September 02, 2017, 12:44:31 AM »
Also you can set priority for voice calls higher then for  multimedia one.
Also can impose (in strategies for multimedia calls) threshold on targets, allowing routing to them only if condition like SData[groupofmultiskilledagents, RStatAgentsReadyvoice] > 3 is valid.