SkillBased Routing ver.5.1?

[Sunny Nanda]

Can we perform skillased routing based on higher skilllevels without using any wait time?

For example: Don and Noah are the two agents and they are multiskilled in the call center. Don has Skill A = 50 and Skill B = 40 and on the other hand Noah has Skill B = 50 and Skill A = 40. IR strategies target for these two call types is to find any agent with skilllevel greater than 1. So, both the agents satisfy this scenario.
But, we would like to deliver Call Type A to Don, if he is available because he over ranks Noah and Call Type B to Noah because he over ranks Don without using any wait time in the IR strategies.
We do want our calls to go to the skilled agents based on their
higher skilllevel rather than most idle.

Thanks!

[Vic]

The simplest way (not the smartest) would be to add add several layers of target routing with 0 wait time in first and max wait time in last.
In other words:
Route Target 1: Skill >40
Route Target 2: Skill > 30
Route Target 3: Skill > 20
Route Target 4: Skill > 10
Route Target 5: Skill > 0 (Wait time 3600000)

Targets would be added one after another, so when the call first enters, if there are no people with skill > 40, it will continue to fall down to next target, and next target, with each fall EXPANDING its target range until it either find a skill person, or just gets queued in the last target, where it will be seeing ALL agents.

I don't think that this is the best way to do it, but it would cure your problems.
The best way would be :
a. write a SelectTarget script, which will expand the group until it finds and agent or reaches Skill >0
b. find an option that will let you do something similar to Service Level block introduced in G6x.
Let me see if I can find something about the options.
Vic

[Sunny Nanda]

Vic,
I can modify "target_option" to 'fifo' in IR and change my wait time = 0 and then create multiple skill level targets in the strategy. Will this look for the highest skill (1st target) and then go down in the strategy, even if wait time is 0?

Genesys did not suggest me to put wait time = 0. They said I have to use wait time because G5 does not work without wait time to perform skill based routing.

Thanks for all your help and let me know your inputs.

Sunny

[Joe]

Put a wait time of 3 as a work around.....Vic your bang on with your script - I have one very similar!

[Vic]

Joe,

I guess wait time of 3 should fix it
I did not know that wait time of 0 on the first two once would make them not work. I will check and see.

Vic