call flow logic - help!

[MadAccess]

I have two primary groups of agents: Billing agents and Repair agents. Some of the Repair agents have a little bit of billing experience so they can serve as a backup to the Billing group.

The way the system is set up is if a billing related call comes in it finds a Billing agent. If no Billing agents are available but a Repair agent with some billing experience is available then the system drops the call onto the Repair agent.

I want callers to only talk with the Billing agents *unless* the service level is going to be broken and then only in that case use the backup billing agents (a.k.a. the Repair agents who have some billing training). In other words I’d rather have the callers wait a little longer to get better service and leave the Repair agents more available to answer their repair calls. The logic sounds easy enough but I’m having a hard time writing the flow down since not all of the Repair agents can take billing calls.

What’s the best way to achieve this?

 

[tc0nn]

What sort of system are you using? What is in place now? Are you utilizing vectors or just no-answer coverages?

 

[MadAccess]

Avaya CM 3.x, BSR, EAS call vectoring.


CALL CENTER OPTIONAL FEATURES
Call Center Release: 3.0

ACD? y Reason Codes? y
BCMS (Basic)? y Service Level Maximizer? y
BCMS/VuStats Service Level? y Service Observing (Basic)? y
BSR Local Treatment for IP & ISDN? y Service Observing (Remote/By FAC)? y
Business Advocate? n Service Observing (VDNs)? y
Call Work Codes? y Timed ACW? y
DTMF Feedback Signals For VRU? y Vectoring (Basic)? y
Dynamic Advocate? n Vectoring (Prompting)? y
Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y
EAS-PHD? y Vectoring (3.0 Enhanced)? y
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y
Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y
Lookahead Interflow (LAI)? y Vectoring (CINFO)? y
Multiple Call Handling (On Request)? n Vectoring (Best Service Routing)? y
Multiple Call Handling (Forced)? n Vectoring (Holidays)? y
PASTE (Display PBX Data on Phone)? y Vectoring (Variables)? y

 

[Zen216]

why not have 3 skills

skill 1 = billing
skill 2 = repair
skill 3 repair that can also handle billing,

then in your call flow, if you need to queue the call to a repair agent, you can queu it to skill 3, which would only go to the repair/billing agents...

 

[MadAccess]

A third skill, sort of like an overflow skill. Good idea. If the customer doesnt go for the idea of adding another skill (they have a lot already and they're big into their CMS reports) is there a way to place a call in queue and only allow higher skill level reps from answering it?

 

[Zen216]

well you could use service lvl...
but, if you queue to the repair skill, and you have some reps at srvice lvl 1 and some at lvl 2, (1 for the reps that have billing skill)
it will give the call to the reps with a srv lvl of 1 before lvl 2, but, if no reps with lvl 1 are avail, it will automatically give it to a rep with srv lvl 2,,,,
so the repair agents that do not have billing skills may end up with the call....