Hi Team,
I have a requirement , Where agent should always receive calls based on Level of his Skill, without considering the Call waiting time inside target.
For example, Agent 1 is in Busy status
Agent 1 Has three skills
[b]GOLD [/b]= 10
[b]SILVER[/b]=5
[b]PLATINUM[/b]=1
Agent1 is part of three agent groups
[b]AG_GOLD_HGH [/b]
[b]AG_SILVER_MED[/b]
[b]AG_PLATINUM_LOW[/b]
Agent1 is part of three VQ
[b]VQ_GOLD_HGH[/b]
[b]VQ_SILVER_MED[/b]
[b]VQ_PLATINUM_LOW[/b]
Calls waiting In VQ ,
[b]VQ_GOLD [/b] = 5
[b]VQ_SILVER[/b] = 10
[b]VQ_PLATINUM[/b] = 15
When Agent 1 Makes him self ready , He should receive call from [b]GOLD[/b] queue call at any cost.
I cannot consider Priority based Routing Because, in real time there is an access to users to change the level of agent skill.
For example the users may change the skill to Agent 1 as,
[b]GOLD [/b]= 1
[b]SILVER[/b]=5
[b]PLATINUM[/b]=10
so dynamically , he will belongs to,
Agent1 is part of three agent groups
[b]AG_GOLD_LOW [/b]
[b]AG_SILVER_MED[/b]
[b]AG_PLATINUM_HGH[/b]
Agent1 is part of three VQ
[b]VQ_GOLD_LOW[/b]
[b]VQ_SILVER_MED[/b]
[b]VQ_PLATINUM_HGH[/b]
When agent skill is changed in real time, and if agent becomes ready, He should receive call from [b]PLATINUM_HGH[/b] queue.
So when i am Routing a call to agent from URS , i should even consider the other Queues to which thee agent belongs to and calls waiting in that Queue.
In-turn it Ends up like, before targeting the call to the selected agent(custom routing), i should query agent skill, ann check the calls waiting in the corresponding queue using stats. This methodology looks very complicated .
i have seen topics 'how сhoose agent with maximum skill value' and 'Retrieve targeted agent skill' in this forum, Bus those cases are applicable for[b] skill based routing[/b]
I can explain you more briefly, if requested.
Kindly suggest me the better way of doing routing.
BR/Raja
