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Help with Skill Based routing

kroleigh1
Level 1
Level 1

Jun 7, 2005, 8:28am PST

I am attempting to create a call queue with skill based routing. Originally this was setup as two queues (English and Spanish). The issue came when one queue became overly busy while the second remained idle.

I would like to assign skills to each of the agents and specify their ability to speak each language. I would then like to create two queues and assign agents to each queue based on that ability.

I would then like to create a script that accepted a parameter that specifies which queue it is working with and present calls to an agent accordingly.

What I don’t know is if an agent can be assigned to two queues and resource pooling takes care of the dirty work.

Thanks in advance

1 Reply 1

Chris Deren
Hall of Fame
Hall of Fame

Yes you can accomplish that using the following steps:

1. create the skills,

2. assign the skills to resources (agents) with defined competency levels from 1 to 10.

3. Create CSQs, Spanish and English, make sure you select "resource skills" as the resource pool selection

4. assign the skills with required compatency level, again 1-10, set the Resource selection criteria to "Most skilled"

5. In your script queue based on corresponding CSQ

Chris

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