Little doubt in voice calls routing

[xav_net]

Hello my friends!

I've a question for you.

When I'm routing the calls in Genesys, I'm routing them to Agent Groups, and then I select the Person who has talked less, but now I've to make a different routing:

It's possible to route to an agent group, and inside this group selecting the person who has the highest skill in something?

For example,

A incoming call is for the English spoken agent group, but I wish to select as much as possible the person with a highest english skill, it's possible?

The idea is that the person who talks more minutes is the one who have a highest level in english.

Thank u!!

[IanDS]

The best thing to do would be to route the call to a skill rather than an agent group.

Im sure you will get lots of ideas with a post like this.

Basically target a particular skill with a particular skill level eg English >=10 ( or you could use 7-10 for high skill level, the level is dependant on what you set so you could use 1-10 or 1-100)
then after a timeout say 30 secs
target the same skill with different level ie English >=7

Hope this helps.

IDS

[victor]

Ok, as IDS said, there are three billion ways to do it.

Service Level comes to mind Followed by skill-based routing and then virtual agents.

Service Level is the easiest to implement (see pic)

[mark]

Skills based routing gets my vote in this scenario however as mentioned, there are lots of ways to reach the same goal.

As Ian said, you target a skill either at a direct level (would target agents with the skill directly) or above a certain level (the call will try to route to the highest skilled agent before searching for a lesser skilled agent).

You can do this with Skills or route to VAGs with the skill expression coded into it.

[Kevin S]

One note on Service Level:
In my experience with it (under 6.5) URS only evaluated the service level once every 30 seconds; it also only took the last X calls into consideration - it does not evaluate the "Cumulative Service Level" . If you need a shorter timeout, I would recommend avoiding the Service Level object and taking another direction.