Queue vs. Skills Question

[Coach Duane]

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

[Micah]

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