Call routing to Outbound Group

[scoll7567]

Guys,

I have my agents assigned to a group and as calls are connected they route to the first available agent within the group.  None of the agents are assigned skills; as we add agents we just add them to the group and calls are routed to them.

My question -- I want to route calls to agents who meet specific criteria as opposed to first available.  I actually want to route calls to my best performers. Similar to skills based routing on the inbound side.  Is this possible with group routing?

Thanks

Steve

[cavagnaro]

On the target object you can select statistical options to make a decision on how to route a call.
Now if you want Skills then yes, create a Skill group and launch calls to them but consider that it must be the same group that you use on IRD/URS as target, as on OCM/CME for Campaign Group.

[scoll7567]

I want to avaoid creating skills unless I have to.  I want to route based on closing percentage which is a calculation outside of Genesys.  Is there a way to rank agents within a group and drive cals based on rank?  Please remember I'm a noob, talk in simple language

[cavagnaro]

Outbound will make dialing decisions based on the Agent Group you configure to it, then the Voice Destination Transfer will target the calls answered by customers to a Routing Point where the strategy loaded there routes again to the Agent Group on which OCS dialed for.
On this strategy you can make use of target statistic properties like Minimal Talk Time, Minimal Calls Received and so on.
I guess that Closing Percentage is the fact where they closed a sale or similar, right? How does Genesys URS can be aware of that? You will have to translate that to a Genesys stat like Max Talk Time or something else.
Routing on something external...have no idea on how to achieve that, not even Skills will do this.

[fnunezsa]

Do you have an external source of data for that closing percentage? If yes, you may write that info down to a table and use a Custom DB Server to access that info from you URS Strategy and route calls based on the retrieved value/percentage. Downsize: it is not as "on-line" available stat as it will be an internal statistic like Max stat in ready state or any other statistic that is in deed calculated by Genesys Stat Server.

HTH.

Franklin.

[cavagnaro]

Hum I was thinking on that but how to control if the person with highest sales rating is busy or logged in even???
I think your idea is to do a select on a table and catch that name and attach to a variable and use that variable on target object, right? but don't see it very easy to use and less for an Outbound solution

[scoll7567]

I was actually thinking of a 2 or 3 tier classification (table) and reps with a "1" would get call first if available, reps rated "2" second, etc.

Thanks for all of the information

[gauthd]

Depending on how often you want the info on your best performers to be updated you could create a process where your agent skills are updated once. You don't need to create skill groups but just to add one skill (i.e: sales_proficiency) to all your agents.
When you target your agents rather than routing straight to the group you can use the function SkillInGroup and specify you OutboundGroup with the highest sales_proficiency and use the result (this function returns all the agents in a group that meet the skill expression) in your target, if no one is available you can then go out the red port of your target and make sure you expand your target and use the SkillInGroup function again with the second highest sales_proficiency skill...
This should allow you to achieve what you want to do. Let me know if this was useful.

[fnunezsa]

The n-tier classification (table) sounds good. You will also need to account for the remote but possible scenario where all your "best selling" agents are busy.