How does R1 and R2 really work??? 1

[pspenn]

Good Day Everyone,
I know how the Reserve Skills work, but what I don't know is how the aging effects those skills and the call distribution. Let me give you an example of how I have my agents set up...

Our 'Repair' agents are set up for Repair as their primary skill (1) with Retention set up as R2 and Sales set up as R2.

Our 'Retention' agents are set up for Retention as their primary skill (1) with Sales set up as R1 and Repair set up as R2.

The threshold for R1 is 25 seconds and R2 is 120 seconds.

Sales is setup on a Skills Based Routing becuase their only skill is Sales with no reserves.

Retention and Repair are set up for Greatest Need.

The question is this...
If a Retention call has been sitting in queue 45 seconds and a repair call has been sitting in queue for 145 seconds and a 'Retention' agent becomes available, should they get the retention call or the repair call?

My thoughts are they should get the retention call because that is their primary... However, I also am taking note that they are set up as Greatest Need so now I am not sure...

Any thoughts?

Thanks,
Perry

 

[tex123]

The wait time you suggested for the Repair call would invoke R2 agents, meaning the retention agent who comes available would be eligible.

Because both skills (Retention and Repair) are greatest need skills, the call selection is determined using the ratio of Predicted Wait Time over Service Objective. Service Objective is only used if it is checked on the agent ID form.

So...the answer to your question would depend on if and how your service objective is set. The lower the service objective and the longer the expected wait time, the higher the priority for that call.

 

[pspenn]

Thanks...
I do have Service Objective set for all agents and the service objective is set to 30 seconds.

But what I am not certain of is who gets what call when...

What we want to do is have agents take care of their respective calls first and THEN take the Reserve skill calls. So a 'Retention' agent would only get a 'Repair' call if there were no 'Retention' calls holding no matter how long the 'Repair' call waited.

It sounds like I should be using Skill Level instead of Greatest Need... Not sure though...

Thanks for your feedback,
Perry

 

[tex123]

Perry,

Yes, it sounds like you need to route based on skill level instead of greatest need. With skill level routing, an agent will take calls based on their skill level priority. Service Objective will only come into play then if 2 different call types are in queue at the same skill level. It will compare each call's PWT/SO to identify call priority.

Hope this helps!

 

[pspenn]

Perfect!
Thanks for the great information.
I just wanted to make sure I wasn't missing anything...

Have a great day!
Perry