EAS and Skill levels

[sk1053]

The EAS and Call Vectoring manuals doesn't cover skill levels in depth. Running a G3siV6 with EAS call vectoring. Skills are set up as EAD-MIA. If an agent is assigned 3 skills, 2 at level 1 and the last at level 2 and two calls come in at the same time for each of his first two skills on level one - which call would he/she receive?

Also if a team leader assigns an agent 2 skills. First skill on level 1 and the second skill on level 3 would this be correct or should the second skill be either on skill level one or two depenind on the business need of course. I'm wondering if leaving a gap between skill levels poses a problem. Thx

 

[Phoneman2]

In your first ? one call would come in a little bit ahead of the other. the second call would wait until the first ended, or go to a different agent with that skill level. If you put a gap between the skill levels I don't think that is giong to help very much Wisdom is Knowledge
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Thanks All Phoneman2

 

[sk1053]

weel i'm not in control of resetting agent skills but someone else is and I'm trying to explain that plaing a gap between skill levels does not bring any benefit but I need the documentation to give to show them this.

 

[Phoneman2]

If someone is saying to place a gap between skill levels I would question what they do know about a G-3. Putting in a gap will not help do what they thing it will do. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[lopes1211]

In a nutshell.......for non-EAS ACD, a call coming in goes to the most idle agent. EAS or Skills based routing allows for calls to go to agent with the lowest # skill level. If there are multiple available agents in the lowest skill level, the call will be delivered to the most idle. -CL

 

[Phoneman2]

Ya.....and that too!

thanks Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[PDHall]

One thing I've learnt with Skills based routing is to keep your options open. For example, your skilling your guys up at level one, why not skill them to level 5 and use this as the highest skill level at the time of starting, this way you've got flexibility if say you do further training with 10% of your "Top Reps" then you can notch them up to level 4 as this will still be the highest skill to route the call to. We use 3 grades for our agents as we have 3 levels of training, 5, 10 & 15
If you have Advocate one sexy thing you may want to play with is the percent allocation method of routing, you still keep all of your skills based decisions however you can ensure that all agents get an even a spread of calls as possible (particularly useful if you have sales agents working different shifts but targetted the same)