Author Topic: Best Routing  (Read 1601 times)

Offline sysadmin

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Best Routing
« on: June 21, 2019, 07:56:06 PM »
Hello, we have two locations and 10 skills. When receive skill info from customer types i'm redirecting location skill and using percentage routing rule but agent size is not equal in locations. sometimes 1 agent working on one location and second location have 50 agents. How can i make best dynamic routing rule ?

For example : My main Skill : support

i'm redirecting main skill 50% to support_A_location skill and %50 to support_B_location skill for reporting.

Thank you.

« Last Edit: June 21, 2019, 08:02:43 PM by sysadmin »

Offline terry

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Re: Best Routing
« Reply #1 on: June 22, 2019, 01:54:26 AM »
Up to my understanding best dynamic rule is just route to longest available agent (through all locations). Every site will approximately get number of calls proportional to working agent on this site (assuming that agents spent on calls requesting same skill not very different amount of time)

Offline sysadmin

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Re: Best Routing
« Reply #2 on: June 22, 2019, 07:34:14 AM »
Thank you for your answer but as i said they have different skills because location reporting and i'm distributing calls before the check available agent.

Offline jamesmurphyau

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Re: Best Routing
« Reply #3 on: June 22, 2019, 10:29:43 AM »
Why don't u use a skill for all agents but then location specific virtual queues for reporting (if you're pulling the location from the customer some how)

If the location is an agent specific thing, then report on it by agent group instead of skill
« Last Edit: June 22, 2019, 02:43:56 PM by jamesmurphyau »

Offline Raja Sekhar

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Re: Best Routing
« Reply #4 on: August 09, 2019, 11:14:21 PM »
Hi,

As per my suggestion, before routing the call, use some custom formula to check which of your Location service level is better. For example use the formula, Service level = No.of calls waiting in the Queue(VQ stat) / No. of agents logged in location(VAG stat). Check the service level of two locations, and find route the call to respective location accordingly.  ;)
Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline jag

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Re: Best Routing
« Reply #5 on: August 16, 2019, 01:39:05 AM »
Maybe opt to use service level routing instead