Short Explanation:
Is there a way to specify a LOCALIZED skill group for URS? In other words, how do I tell URS to look forany available Agents with skill A on the current TServer before starting looking for available agents with similar skill on other TServers?
Longer Explanation:
Hi, I was wondering if anyone else has experienced a similar problem:
we are using a skillased routing in a multisite environment where we have Skill English used to deliver calls to agents at Site A and Site B on East coast and West coast respectively.
Up till now, all the calls were coming to Site A, from where they were distributed between two sites using skillased routing.
The downside is that we had calls originate from West coast which would go to East coast Site A, and from there URS would route the call internally to an agent on Site B back on the West coast. So we would have a caller from West connected through East to an agent back in West. Needless to say, we needed to change that.
So, now, we are adding a direct line to Site B, so people on the West Coast could call Site B, and people on the East coast could call Site A.
The problem is that we are still using multisite routing, thus there is a chance that call that arrived on Site B would be routed to Site A's agent despite the fact that there is an operator available at Site B.
We would like to avoid breaking up the skill for Site A and site B; however, we need to have an ability to specify that local Skill English agents are checked first before checking both local and global.
Can this be done without breaking up a skill? If so, how?
One way I can think of doing it is by adding skill level of 3 to East and 9 to West, but it is not really good, is it? What else can be done? MultiSkill: if TServer_East then Skill English and Skill East?
Thanks!
Vic
