Skills Based Routing

[Ashraf.jabali]

Dear All,

How can I apply this example on the Elastix, with dynamic agents.

Please see the below scenario for clear understanding:

I have 3 agents in a call group each having a different skill level in their certain field,
Agent 1 best knows Windows
Agent 2 best knows Linux
Agent 3 best knows Mac
But each person may know a bit about the other

Each Agent has a weight rating

Agent S-|-Win-|-Lin-|-Mac-|
Agent 1-|-100-|-050-|-025-|
Agent 2-|-025-|-100-|-050-|
Agent 3-|-050-|-025-|-100-|

When a client calls the ACD group number the system will prompt them with a menu and ask them something like..
Press 1 for Windows Support
Press 2 for Linux Support
Press 3 for Mac Support

Now before the call is automatically assigned to an agent the system will look up the skill table and then look to see which agents are free

Example 1:
A call comes in asking for windows support,
The system then sees that Agent 1 has the highest skill rating out of all the agents and checks that the agent is free to process calls
Agent 1 was free so the call gets routed to and answered
Agent 2 stays free
Agent 3 stays free

Example 2:
2 calls come in asking for windows support,
The system check the skill table, Agent 1 has the highest priory Agent 2 has the next highest, both agents are free so the system then defaults back the standard ACD mode distributing call based on order, but only including Agents 1 and 2
Agent 1 was free gets the first call in the queue
Agent 2 was free get the second call in the queue
Agent 3 stays free

Example 3:
4 calls come, 2 asking for windows support, one for Mac Support and one for Linux support
Agent 1 was free gets the first windows call
Agent 2 was free gets the second windows call
Agent 3 was free get the first Mac call
Caller 4 waits until an agent gets free for the system to reevaluate the skill table

Thank you.

 

[jgutierrez]

A work-around could be one agent per queue, and followme between queues

 

[Ashraf.jabali]

I don't think this way it will help me, as it will so much of time as I have a huge number of agent

The only think for me i would like to know how to apply the penalties or the Skill based routing with the Dynamic agents in Elastix 1.5


Thank you

 

[pmurphy]

Hi I see this is fairly old, but thought I would add something for those of us like myself that search the forum often.

You should be able to set dymanic agents weight/priority per queue.

Windows queue 301
(Agent with most windows knowledge largest weight)

A100,4 best
A101,3 second best
A103,2 Mac guy that can follow help manual

In this case a call is routed to queue 301 by IVR that says something like press 1 for windows support. 1 call goes to Agent 100, next call goes to Agent 101. It follows weight by avaialable agent.

Do the same with each kind of support. Queue 302 mac support with agent weights in the order you wish to deliver calls.

Another related use of such is "Queue weight" set to create a higher priority between queues. Say you have a queue for assistance in a foreign lanuage. You set the queue weight higher will route those calls first to the agents over the other queues they are a part of. This would ensure the lower volume foreign language calls would be answered with priority since you only have the one agent that could help.

Queue 303 French support with a higher weight like 2.
A100,0

A call transfer to queue 303 would then be delivered to Agent 100 before a call from queue 301 with a default weight of 0.

Hope that wasn't completely confusing, however I thought I would add the extra thought since it is directly related. I have not tested all these in combination but they should work together.