Routing calls by skill and time of day
Routing calls by skill and time of day
(OP)
I am looking to figure out a way to be able to route calls into call queue by the time of day, there are limited numbers of agents from 7am-8am and 5pm-7pm with multiple skills. Need to know how to even the calls so that 1 agent doesn't consistently get all the calls during those times if they come in one after another.
2 different skills used 1 and 5, depending on knowledge and expertise.
7am-8am = calls equally shared among all logged in
8am-5pm = calls going to skill 1, then to skill 5 (Currently this is how we have setup for all day)
5pm-7pm = calls equally shared among all logged in
2 different skills used 1 and 5, depending on knowledge and expertise.
7am-8am = calls equally shared among all logged in
8am-5pm = calls going to skill 1, then to skill 5 (Currently this is how we have setup for all day)
5pm-7pm = calls equally shared among all logged in
Talk To Other Members
RE: Routing calls by skill and time of day
To equally share the load to both skills you should have a 3rd skill that is assigned to all the agents in skill 1 and 5. That's the only way you really can properly do this.
There are workarounds where you can use a variables and based on the variable, goto a step that will queue to skill 1, then the next call coming in would queue to skill 5. You could then setup a time of day in the vector to use the variable consideration.
- Stinney
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