<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML dir=ltr><HEAD><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=unicode">
<META content="MSHTML 6.00.2900.3059" name=GENERATOR></HEAD>
<BODY>
<DIV id=idOWAReplyText34812 dir=ltr>
<DIV dir=ltr><FONT face=Arial color=#000000 size=2>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Routing calls based on competency</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><?xml:namespace prefix = o ns =
"urn:schemas-microsoft-com:office:office" /><o:p><FONT face="Times New Roman"
size=3> </FONT></o:p></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Hello all, from what I am reading this is not possible so please correct
me if I’m wrong because I would like to do this. We are running UCCX 4.5
integrated with CM 5.1. I will simplify the explanation to get to the
point.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman"
size=3> </FONT></o:p></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>-We have a large number of agents that are divided by
departments</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>-Each grouping of agents primarily serves their own department we used
skills to break of departments. Example skill_1, skill_2, and skill_3</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>-If calls for a given department are queued for more then 2 minutes they
would like the people in queue to be presented to “all other” agents outside the
primary skillset, lets call this skill “overflow”</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>-The kicker is that they have several departments that are similar from a
support perspective and would like to have the overflow CSQ route the calls to
the next highest skill from where the call originated.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Example: A call comes in for Skill_1 and waits for 2 min’s, it is then
presented to a second CSQ call overflow in which all agents have this skill
associated to them. Agents with Skill_3 closely resembles agents with Skill_1
therefore if that call started in Skill_1 and went to overflow they what agents
with Skill_3 to get the calls before agents with Skill_2.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>-The above explanation is how it works today in Symposium, they do this
by having a million different overflow CSQ’s and adding agents to these overflow
CSQ’s at varying Competency levels, it’s a management nightmare</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman"
size=3> </FONT></o:p></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman"
size=3> </FONT></o:p></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>What I was wondering, is Do I have to do the same thing? I was hoping I
could somehow actually use skill competency levels to achieve the same
thing.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Example – A call comes in for Skill_1, the call is only presented to
agents with Competency level of 10 for 2 min’s, and if nobody becomes available
the min competency level for those in Queue is lowered to 1 which should widen
the queue to agents with lower competency levels.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman"
size=3> </FONT></o:p></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Is this possible?</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3></FONT> </P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3></FONT> </P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"
size=3>Thanks Ryan</FONT></P></FONT></DIV></DIV>
<P><FONT face=Arial size=1>
<HR>
Privileged/Confidential Information may be contained in this message.
Disclosure to any person other than the named recipient is unauthorized.
If you are not the intended recipient, please delete all copies of this
information and kindly notify the sender by reply email. Opinions,
conclusions and other information in this message that do not relate to the
official business of UNIS LUMIN Inc. shall be understood as neither given nor
endorsed by it. UNIS LUMIN Inc. and any of its subsidiaries reserve the
right to monitor all e-mail communications through its networks. Thank
you.</FONT></P>
</BODY></HTML>