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Queue vs. Skills Question
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Coach Duane  
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 More options Mar 19 2012, 9:24 am
From: Coach Duane <coachduanegilb...@gmail.com>
Date: Mon, 19 Mar 2012 09:24:55 -0400
Local: Mon, Mar 19 2012 9:24 am
Subject: Queue vs. Skills Question
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We have a problem we’re attempting to solve and I’m not sure how to
configure my Queues and/or Skills.

The IVR supports 3 languages (English, Spanish & German).  The call center
handles calls in 3 main areas, A B & C.

Here are some examples of the types of calls agents can handle:

Agent 1:

·         English A

·         English B

·         English C

Agent 2:

·         English A

·         English B

·         Spanish A

·         Spanish B

Agent 3:

·         English A

·         Spanish B

It’s this last type of agent that has me questioning how to configure the
queues vs. skills.  We would like to go with a configuration that provides
the most flexibility for using skills based routing.

-- Duane


 
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Micah  
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 More options Mar 19 2012, 3:49 pm
From: Micah <null23...@gmail.com>
Date: Mon, 19 Mar 2012 12:49:09 -0700 (PDT)
Local: Mon, Mar 19 2012 3:49 pm
Subject: Re: Queue vs. Skills Question
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Hmmm, this is a use case that wasn't considered a design, so let's see
if the skill based routing can handle it.

A naive implementation would say create a skill for each combination,
but that means a lot of maintenance when languages and queues increase
(9 in the example given).  A straight forward separation of language/
area means the 3rd case is not covered.

I've tried running the scenario in my head, and I don't think the
current implementation of skills in OpenACD will cover all 3 cases in
an elegant manner.

To really cover all 3 cases, I could see allowing agents to have
multiple skill lists.  This would require altering OpenACD's routing
engine, and (in the case of many agents have many lists) could impact
performance.

I'm open to ideas/patches of course.

Micah

On Mar 19, 8:24 am, Coach Duane <coachduanegilb...@gmail.com> wrote:


 
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