Routing Logic

[Genesys_Newbie]

Just need some help in a routing logic that we are trying to fine tune.

To explain about the current routing logic that we have ,We have a routing strategy that does a skill based routing based on the KVP sent by the IVR, say skill A and skill B.Skill A is critical from the business perspective and Skill B is less critical.The agents are assigned both the skill,skill A with higher priority.


So the expection is that when there are 2 calls(one for each of the skill) waiting in queue and the call for skill B has waiting in the queue for a longer time,the call that was in the Skill A queue should be routed first when a agent with both the skills assigned(Skill A with higher skill level) should be routed first.

Currently the call routing is happening more on the queue wait time and doesn't consider the skill level of the skill assigned the agent.

Is there any way that we can change this logic.One solution I have in mind is assigning priority to the call, any other solution apart from this would be really great.

tnks

[k]

Using call priority would be the path I would suggest.

[René]

Hi,

Call priority would be the easier way IMHO. If you need to make it more complex (and complicated ) then I would suggest you reading the document "Universal Routing 7.5 Routing Solutions Guide" where you'll find more info about skill-based, business-priority and other types of routings supported by URS.

R.

[Mikael Jansson]

Skill level dosen't infuence call priority, it's only a way to route to correct targetet agent.
If you use call priority you need to assing an increment(increase priority by time) on the lover priority so the don't get stuck.
Even low priority customers need to get to an agent in the end.
/ Micke

[astrakid]

As far as I understand in your scenario skills won't be used for priority of routing, it is just a matter of targetting agents. But I have no solution at once for you. I will think about it on my way home and maybe give it to you later on.

regards,
andre

[victor]

Well, priority is definitely the easiest way to accomplish it.
Of course, if you REALLY want to play with it, try the Service Level routing, because then you can take skill level into consideration as well.

If you want to really get all dirty, look into SelectDN function - you are going to love it, because you can pretty much go nuts defining the skillset you need for your operations, but I would strongly advise you against it, since your nick probably means you are a bit less experienced than some of the other older gals here. 

Try it with priority first (add increment to make sure that other calls do not get stuck) as AstraKid has suggested and move from there.

[S]

Target the high skill level agents first and if they are not available, then target the lower skill level.

That way you are sure that you are hitting the higher skill level for critical calls...

testSkill > 1 and testSkill <=5 for critical calls


Make sense... !!