Routing:single-language agent and a bilingual agent scenario

[kapusta1152]

Dear All,

There are English and Spanish agents in our Call center.
All Spanish agents can speak English. 
What is the easiest way to implement in Routing strategy a scenario?
In the event that a single-language agent and a bilingual agent are available to handle a given call, the strategy will route the call to the single-language agent.
Currently we consider two Routing Points: RP1_english and RP2_spanish where IVR will “switch” call after caller will press 1 or 2.

Thanks for your help.

[Glenn]

[quote author=kapusta1152 link=topic=2849.msg11438#msg11438 date=1205262605]
Dear All,

There are English and Spanish agents in our Call center.
All Spanish agents can speak English. 
What is the easiest way to implement in Routing strategy a scenario?
In the event that a single-language agent and a bilingual agent are available to handle a given call, the strategy will route the call to the single-language agent.
Currently we consider two Routing Points: RP1_english and RP2_spanish where IVR will “switch” call after caller will press 1 or 2.

Thanks for your help.

[/quote]

I have a possible solution, but I will not say this is the best or easiest solution.  I didn't do anything for queuing, I hope you can implement this yourself...  This was for testing because I'm learning routing at the moment, so I tried to build something

I've created to agentgroups A and B, where A contains all my English agents and B all my Spanish agents.  In the annex tab of my 2 router points, I've created a __ROUTER__ section with the following variables: skill and agentgroup.

I my strategy, the first step I do is get these values (I will call them v_skill and v_ag).  Next, I do an if-condition.  If the skill which was called equals English (so my if-condition succeeded), I use the CreateSkillGroup(statserver, v_ag, 'Spanish < 0') function.  This creates a group of agents who speak only English.  I route to this variable, but set the timeout quite low.  If no agent is available, the "route-to" will fail and he will use the red exit port.  This is connected to the same icon as when it would fail on the if-condition.
Next step, the failed if-condition.  He will go here when the skill is Spanish or when no agent was available in the previous group.  Here I again use the CreateSkillGroup(statserver, v_ag, 'v_skill > 0') function.  In case the skill is Spanish, this results in CreateSkillGroup(statserver, B, 'Spanish > 0') and CreateSkillGroup(statserver, A, 'English > 0') in case of the English skill.  Next, you can route to this variable.

Like said before, I haven't implemented any possibility to queue calls.  It is possible that my strategy would fail (or not do exactly as wanted, i.e. routing to a single-language agent when he becomes available), but it is a start.  If this strategy is not clear or somebody has a better solution (or improvements to mine), give your comment...  we're all here to learn (at least I am  )

[victor]

Well, here is my take on it: just use VAGs. Vag_English and VAG_Spanish.
VAG_English would include both Spanish and English speakers, but VAG_Spanish would only inlcude agents with Spanish skill.

I would target VAG_English and VAG_Spanish based on whether it is English or Spanish. URS can be made to target based on #calls or some other statistic you would like to compare your operators with, thus it would even out the load between spanish and english. I would go into SelectDN() level to make sure that I can focus on individual operator stats and choose from there.

Of course, this does not guarantee that flood of English calls would close your Spanish lines, thus if you have some sort of QoS, I would use ServiceLevel object to define targets. Of course then I would assign lower English level to Spanish speakers than that of English-only speakers. This would allow URS to adjust pools of Spanish and English operators based on current and predicted service level, thus taking all the guess work out of how many people you need to reserve for Spanish when and how.

[kapusta1152]

I think I will configure VAG_English and VQ_Spanish (We have agents in nine locations ).

For "English " branch of the strategy:  two target selection blocks.
In the first target the English (AG or skill) with a Timeout of 2sec then drop out the red side to a second target that has the Spanish with a timeout of 86400 (that is one day).


I hope this will satisfy  main requirement of  "route to single language (English) skill agent first".

Thanks for your feedback.

[S]

we do somewhat similar as kapusta's idea here.
for english RP, call routes to english VAG wait for 2 sec( do not check the clear target there) get out of the red port of the target node and route to Spanish VAG and wait for duration of your busy queuing message (if any), else wait for that day.
for spanish do the same, but target spanish VAG first and then english guys next.
this way if both are not available, the call would be waiting for either of the agents to be avaiable to take the call.