Routing calls based on competency

 

Hello all, from what I am reading this is not possible so please correct me 
if I'm wrong because I would like to do this. We are running UCCX 4.5 integr
ated with CM 5.1. I will simplify the explanation to get to the point.

 

-We have a large number of agents that are divided by departments

-Each grouping of agents primarily serves their own department we used skill
s to break of departments. Example skill_1, skill_2, and skill_3

-If calls for a given department are queued for more then 2 minutes they wou
ld like the people in queue to be presented to "all other" agents outside th
e primary skillset, lets call this skill "overflow"

-The kicker is that they have several departments that are similar from a su
pport perspective and would like to have the overflow CSQ route the calls to
 the next highest skill from where the call originated.

Example: A call comes in for Skill_1 and waits for 2 min's, it is then prese
nted to a second CSQ call overflow in which all agents have this skill assoc
iated to them. Agents with Skill_3 closely resembles agents with Skill_1 the
refore if that call started in Skill_1 and went to overflow they what agents
 with Skill_3 to get the calls before agents with Skill_2.

-The above explanation is how it works today in Symposium, they do this by h
aving a million different overflow CSQ's and adding agents to these overflow
 CSQ's at varying Competency levels, it's a management nightmare

 

 

What I was wondering, is Do I have to do the same thing? I was hoping I coul
d somehow actually use skill competency levels to achieve the same thing.

Example - A call comes in for Skill_1, the call is only presented to agents 
with Competency level of 10 for 2 min's, and if nobody becomes available the
 min competency level for those in Queue is lowered to 1 which should widen 
the queue to agents with lower competency levels.

 

Is this possible?

 

 

Thanks Ryan


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[ Post a follow-up to this message ]

There are multiple ways to do it.

First, you add a variable that increments each time the queue cycle resets
(so, let's say it takes 30 seconds to cycle (with a timer if necessary), you
say, if variable = 4 goto the other secondary CSQ for the other skill...

Assign that secondary skill to the agents...

Realistically though, it makes more sense to just give the people in the
backup CSQ lower skill in the secondary skill. And route the calls via most
skilled, that way callers won't have to wait to get serviced (the 2 minute
mark could jack your reporting stats)...

This way, you don't have to kill yourself with a crapload of new steps. Just
assign secondary skills the same way you do in Symposium.



Jonathan

On 3/26/07, Ryan O'Connell <Roconnell@unislumin.com> wrote:
>
>   Routing calls based on competency
>
>
>
> Hello all, from what I am reading this is not possible so please correct
> me if I'm wrong because I would like to do this. We are running UCCX 4.5in
tegrated with CM
> 5.1. I will simplify the explanation to get to the point.
>
>
>
> -We have a large number of agents that are divided by departments
>
> -Each grouping of agents primarily serves their own department we used
> skills to break of departments. Example skill_1, skill_2, and skill_3
>
> -If calls for a given department are queued for more then 2 minutes they
> would like the people in queue to be presented to "all other" agents outsi
de
> the primary skillset, lets call this skill "overflow"
>
> -The kicker is that they have several departments that are similar from a
> support perspective and would like to have the overflow CSQ route the call
s
> to the next highest skill from where the call originated.
>
> Example: A call comes in for Skill_1 and waits for 2 min's, it is then
> presented to a second CSQ call overflow in which all agents have this skil
l
> associated to them. Agents with Skill_3 closely resembles agents with
> Skill_1 therefore if that call started in Skill_1 and went to overflow the
y
> what agents with Skill_3 to get the calls before agents with Skill_2.
>
> -The above explanation is how it works today in Symposium, they do this by
> having a million different overflow CSQ's and adding agents to these
> overflow CSQ's at varying Competency levels, it's a management nightmare
>
>
>
>
>
> What I was wondering, is Do I have to do the same thing? I was hoping I
> could somehow actually use skill competency levels to achieve the same
> thing.
>
> Example – A call comes in for Skill_1, the call is only presented to
> agents with Competency level of 10 for 2 min's, and if nobody becomes
> available the min competency level for those in Queue is lowered to 1 whic
h
> should widen the queue to agents with lower competency levels.
>
>
>
> Is this possible?
>
>
>
>
>
> Thanks Ryan
>
> ------------------------------
> Privileged/Confidential Information may be contained in this message.
> Disclosure to any person other than the named recipient is unauthorized. I
f
> you are not the intended recipient, please delete all copies of this
> information and kindly notify the sender by reply email.  Opinions,
> conclusions and other information in this message that do not relate to th
e
> official business of UNIS LUMIN Inc. shall be understood as neither given
> nor endorsed by it.  UNIS LUMIN Inc. and any of its subsidiaries reserve t
he
> right to monitor all e-mail communications through its networks.  Thank yo
u.
>
>
>  ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>

[ Post a follow-up to this message ]

Yeah, I realize I can do it this way but in order to achieve compentency bas
ed routing in the "overflow" csq I would need to create a separate overflow 
csq for every primary csq. In my environment this would become a managment n
ightmare. The question I am looking for an answer on specifically was "Can I
 use compentency to route the call instead" I think I have my answer anyway,
 I believe it's "no"
 
If I could I would simply setup all primary agents with compentency 10 and o
verflow agents with compentency 5. If the call was queued for x period of ti
me then I could lower the minimum competency in the script to open the queue
 up to lower competency levels. I don't believe this can be done.
 
Ryan

________________________________

From: Jonathan Charles [mailto:jonvoip@gmail.com]
Sent: Tue 3/27/2007 6:29 AM
To: Ryan O'Connell
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX routing calls based on Competency


There are multiple ways to do it.

First, you add a variable that increments each time the queue cycle resets (
so, let's say it takes 30 seconds to cycle (with a timer if necessary), you 
say, if variable = 4 goto the other secondary CSQ for the other skill... 

Assign that secondary skill to the agents... 

Realistically though, it makes more sense to just give the people in the bac
kup CSQ lower skill in the secondary skill. And route the calls via most ski
lled, that way callers won't have to wait to get serviced (the 2 minute mark
 could jack your reporting stats)... 

This way, you don't have to kill yourself with a crapload of new steps. Just
 assign secondary skills the same way you do in Symposium.



Jonathan


On 3/26/07, Ryan O'Connell <Roconnell@unislumin.com> wrote: 

Routing calls based on competency

 

Hello all, from what I am reading this is not possible so please correct me 
if I'm wrong because I would like to do this. We are running UCCX 4.5 integr
ated with CM 5.1. I will simplify the explanation to get to the point.

 

-We have a large number of agents that are divided by departments

-Each grouping of agents primarily serves their own department we used skill
s to break of departments. Example skill_1, skill_2, and skill_3

-If calls for a given department are queued for more then 2 minutes they wou
ld like the people in queue to be presented to "all other" agents outside th
e primary skillset, lets call this skill "overflow"

-The kicker is that they have several departments that are similar from a su
pport perspective and would like to have the overflow CSQ route the calls to
 the next highest skill from where the call originated.

Example: A call comes in for Skill_1 and waits for 2 min's, it is then prese
nted to a second CSQ call overflow in which all agents have this skill assoc
iated to them. Agents with Skill_3 closely resembles agents with Skill_1 the
refore if that call started in Skill_1 and went to overflow they what agents
 with Skill_3 to get the calls before agents with Skill_2.

-The above explanation is how it works today in Symposium, they do this by h
aving a million different overflow CSQ's and adding agents to these overflow
 CSQ's at varying Competency levels, it's a management nightmare

 

 

What I was wondering, is Do I have to do the same thing? I was hoping I coul
d somehow actually use skill competency levels to achieve the same thing.

Example - A call comes in for Skill_1, the call is only presented to agents 
with Competency level of 10 for 2 min's, and if nobody becomes available the
 min competency level for those in Queue is lowered to 1 which should widen 
the queue to agents with lower competency levels.

 

Is this possible?

 

 

Thanks Ryan

	

________________________________

Privileged/Confidential Information may be contained in this message.  Discl
osure to any person other than the named recipient is unauthorized. If you a
re not the intended recipient, please delete all copies of this information 
and kindly notify the sender by reply email.  Opinions, conclusions and othe
r information in this message that do not relate to the official business of
 UNIS LUMIN Inc. shall be understood as neither given nor endorsed by it.  U
NIS LUMIN Inc. and any of its subsidiaries reserve the right to monitor all 
e-mail communications through its networks.  Thank you. 

	


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[ Post a follow-up to this message ]

I have a customer who has a CSQ for every single agent to accomplish this...
.
it is ugly as hell, but each agent can back up the other agents in their
teams...



Jonathan

On 3/27/07, Ryan O'Connell <Roconnell@unislumin.com> wrote:
>
>  Yeah, I realize I can do it this way but in order to achieve compentency
> based routing in the "overflow" csq I would need to create a separate
> overflow csq for every primary csq. In my environment this would become a
> managment nightmare. The question I am looking for an answer on specifical
ly
> was "Can I use compentency to route the call instead" I think I have my
> answer anyway, I believe it's "no"
>
> If I could I would simply setup all primary agents with compentency 10 and
> overflow agents with compentency 5. If the call was queued for x period of
> time then I could lower the minimum competency in the script to open the
> queue up to lower competency levels. I don't believe this can be done.
>
> Ryan
>
> ------------------------------
> *From:* Jonathan Charles [mailto:jonvoip@gmail.com]
> *Sent:* Tue 3/27/2007 6:29 AM
> *To:* Ryan O'Connell
> *Cc:* cisco-voip@puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX routing calls based on Competency
>
> There are multiple ways to do it.
>
> First, you add a variable that increments each time the queue cycle resets
> (so, let's say it takes 30 seconds to cycle (with a timer if necessary), y
ou
> say, if variable = 4 goto the other secondary CSQ for the other skill....
>
> Assign that secondary skill to the agents...
>
> Realistically though, it makes more sense to just give the people in the
> backup CSQ lower skill in the secondary skill. And route the calls via mos
t
> skilled, that way callers won't have to wait to get serviced (the 2 minute
> mark could jack your reporting stats)...
>
> This way, you don't have to kill yourself with a crapload of new steps.
> Just assign secondary skills the same way you do in Symposium.
>
>
>
> Jonathan
>
> On 3/26/07, Ryan O'Connell <Roconnell@unislumin.com> wrote: 
>

[ Post a follow-up to this message ]