Routing calls by skill and time of day

Coreprat · Apr 23, 2020

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

Stinney · Apr 24, 2020

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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Routing calls by skill and time of day

Coreprat

IS-IT--Management

Stinney

IS-IT--Management

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