Vector Help -- Consider Skill command

[p08757]

Can anyone tell me what the Consider Skill command does in a vector?

Thanks!

 

[Trav4620]

the Consider Skill command is used for BSR (best service routing) We use BSR between two different locations, so the vector will look like this

Consider skill 1 pri m adjust-by 0
Consider Location 2 adjust-by 0
Queue-to best

The system checks skill 1, then checks location 2, and determines the best location to queue that call.

 

[p08757]

If I wanted to queue a call to skill #1 for 30 seconds and if no agents become availabl within that time and I wanted the system to consider a second pool of agents for that call as well as the first pool of agents, would the following work?

....
Queue to skill 1 pri m
wait 30 seconds hearing music
consider skill 1 pri m adjust-by 0
consider skill 2 pri m adjust-by 0
queue-to best
....
.....

If I wanted to give more weight to one skill or the other how would I do that?

Thanks for your help!!!!

 

[wil19148]

In your example, if skill 1 still had a better expected wait time you could end up in a situation where the call is re-queued to skill 1 which might create a phantom call.

If you wanted to give more weight to skill 1 you might want to consider something like:

Queue to skill 1 pri m
wait 30 sec hearing music
queue to skill 2 pri l


or you can also use the "check skill" command for skill 2 to only queue if certain conditions are met, such as available agents > 0.