Skill based routing (based on multiple variables)

[Arnoud Van Der Kelen]

Hi,

What we would like to see is a skill based routing but based on multiple variables. For example:

	Variable 1 (ie. English)	Variable 2 (i.e. departement)
Agent 1	5	Support
Agent 2	2	Sales
Agent 3	4	Support

This way a lot of call queues could be eliminated.

 

[Evolute IT]

Maybe CFD can help you with this but I am not sure how that would work.

 

[VasilisV_3CX]

Hi @Arnoud Van Der Kelen,

I think there is a simpler way to do this than the CFD because it would require a lot of chopping to get it working, but that's not to say that it cannot work. Anyway, why not set up multiple queues and have the same department's agents in each queue using Skilled Based Routing (for language skill) the way you mentioned. This means that Queue 1 could be Support, Queue 2 sales for example and Agent 1 can be first in Support and Agent 3 next etc, either way the Skill based routing will carry over to the next group on time out, and in this case Queue 1 will roll out to Queue 2.

 

[Arnoud Van Der Kelen]

Hi @Arnoud Van Der Kelen,

I think there is a simpler way to do this than the CFD because it would require a lot of chopping to get it working, but that's not to say that it cannot work. Anyway, why not set up multiple queues and have the same department's agents in each queue using Skilled Based Routing (for language skill) the way you mentioned. This means that Queue 1 could be Support, Queue 2 sales for example and Agent 1 can be first in Support and Agent 3 next etc, either way the Skill based routing will carry over to the next group on time out, and in this case Queue 1 will roll out to Queue 2.

Thank you for the reply. By doing this like you explain some customers need a lot of queues. For ease of admin/user management we would like less queues.

For example, the user needs to login/logout out of 15 queues instead of maybe 3 with multiple variables.

 

[VasilisV_3CX]

I understand what you're saying @Arnoud Van Der Kelen, using the global log out option the users will only need to log themselves out once, to log out of ALL queues simultaneously. It's a bit of admin to set up but once it's done it should work as you require.

There is no alternative that I can think of that is built in to the system currently that can get you there.

 

[Arnoud Van Der Kelen]

I understand what you're saying @Arnoud Van Der Kelen, using the global log out option the users will only need to log themselves out once, to log out of ALL queues simultaneously. It's a bit of admin to set up but once it's done it should work as you require.

There is no alternative that I can think of that is built in to the system currently that can get you there.

Thank you anyway

 

[VasilisV_3CX]

No problem @Arnoud Van Der Kelen, if there is anything else I can do to assist feel free to let me know.