mclellan

Hello,

For our agent configurations, we use the 'Call Handling Preference = skill-level'

If two agents are available and agentA is a proficiency 1 and agentB is a proficiency 5, agentA will get the call first.

That being said, we also route to skills using priorities set in the vector.

Now my question!
Call A is queued in skill 100 60 seconds (medium priority)
Call B is queued in skill 200 5 seconds (top priority)

Agent A has skill 100 (prof 1) and skill 200 (prof 5), how can I get Call B in skill 200 answered first?

Do I need to set my agent type to use Greatest Need Distribution? What are the downfalls to this?

Thanks for your help!
Barry

nexSIP

First question I would ask is "are you utilizing a true EAS environment? If you're set up for EAD-MIA then priority and level mean everything to getting the calls answered appropriately. Calls will be delivered to the login ID with the highest priority highest level on medium and low calls. Calls with delivery priority H will go to first available no matter what the priority or level, which means it doesn't matter if this is the 15th skill on the login profile with the 15th level, if that agent becomes free, that agent gets the call. As far as top, it can be misleading. Top means top priority or TOP MEASURED SKILL which may NOT be the primary or priority one skill. This would be especially detrimental in environments where call surplus exists frequently.

As to setting up skill level or greatest need: Skill level considers the priority and level (also known as attribute and ability). Works best in an EAS setup. Greatest need is best managed with fewer hunt groups or call types. Greatest need services First in First Out.

Hope I could help.

Avaya Call Center Little Instruction Book for Advanced Administration - Chapter 7 (Call and agent selection methods). I have attached a copy.

Attached Files

210505_1.pdf (1.14 MB, 8 views)

PBXtech.info