Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: frdesimo on July 21, 2009, 09:39:52 AM

Title: Multi skill routing efficiency
Post by: frdesimo on July 21, 2009, 09:39:52 AM

Do you know the gain in efficiency for a multi skill routing if compared on a routing based on group target?
I have to talk of this option with the customer and it would be great to have some values to show.
Thanks a lot.
Francesco

Title: Re: Multi skill routing efficiency
Post by: Steve on July 23, 2009, 08:21:58 AM

I doubt if you will get any figures, as it really depends on your environment and solution. The advantage of multi skilling is that you hopefully do not get one group of agents being hammered with calls whilst the next group are somewhat slack.

The downside is that agents could be tied up with low priority (enquiry) calls, whilst more important (sales) calls are queuing.

Steve

Title: Re: Multi skill routing efficiency
Post by: frdesimo on July 23, 2009, 12:11:40 PM

I'm getting your point Steve, infact i've to think to a really complex routing strategy to be sure that top agents are not tied up with low priority calls, consider that it's one of the biggest call center in europe, so it's not simple at all...

Title: Re: Multi skill routing efficiency
Post by: mike kamlet on July 27, 2009, 02:16:46 PM

We have calculated savings (improvements in agent occupancy) in the low single digits for skills based routing vs. "queue based".

Additionally there may be other business factors such as revenue lift, customer satisfaction, etc that can be achieved.