Top Skill 2

[BenUK]

In one of our departments, we have two skills - both variations of customer service, we want both skills to be answered with equal priority. Both skills need to be kept seperate for reporting reasons.

Is it as simple as setting all agent skill levels to priority 1 or will one skill always override the other due to one being first in the list (Top Skill). If one skill will always be more prioritised than the other, is there another way round the above problem?

 

[cyberjamos]

My understanding is this - the TOP SKILL is mereley the skill that the agent will generally take most calls on, however as long as the skill levels and queueing priorities are the same, then calls should be answered equally.

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[BenUK]

NJ - Thanks for your reply, but is there a more exact definition of Top Skill? I need to make sure all calls will be satisfied equally.

 

[cyberjamos]

Hows this:

TOPSKILL Definition:

The agent's first-administered, highest-level, measured skill, where skill level 1 is the highest, skill level 16 is the lowest. The TOPSKILL of an agent will be 0 except when PREFERENCE is a skill level (LVL). This means that an agent will not have a top skill or be counted in any split table TOPSKILL items if their call handling preference is Greatest Need (NEED) or percent allocation (PCNT). In addition, agents who have skill level preference, but only reserve levels for all their skills, will not have a TOPSKILL.


Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[BenUK]

I read the manual... ...It just doesn't seem clear to me

If there are two skills with priority 1 the first administered skill is the top skill - What does this mean though, does it mean the Top Skill will always be the skill routed to even though both skills are busy?

 

[RGarcia87]

No matter what the order is they should be handled equally as long they are set at "1".

Also, the VDN's that point to the two skills must have the same priorities. Even if you have the agents profile set at "1" for both skills calls will not get handled equally if the VDN priorities do not match.

 

[mwarren]

Probably the easiest way to ensure both skill sets calls are handled equally are to make sure the vectoring is the same:

queue to skill 1st Pri m

The "Pri m" is the queueing priority (it can be low or high) If it's the same for all VDN's and skills you want measured/treated the same. They will be queued with the same prioirty.

I have found the priority on the agents skill sets don't have too much relevance if you have alot of calls waiting and you have the danger of managers in the call centre making changes. That facility is more about managing staff than calls.