<span class="Apple-style-span" style="font-family: arial, sans-serif; font-size: 13px; border-collapse: collapse; ">Briann,<div><br></div><div>Skills Based Routing:</div><div>I don't see any config for this setup. You manage your CSQs and Skills in AppAdmin not in the script. So where you are setting Service_Desk_Skill_Based_Routing to an integer, I'm not sure what that is doing for you. I see you are setting Enterprise Data after each Set Step, so maybe you are just using that for informational purposes only.</div>
<div><br></div><div>Your CSQ variable, CSQ_SD_Inbound, should hold the name of the CSQ which you configured in AppAdmin. If you wanted to route to different ordered groups of individuals, you would need 1 CSQ for every unique group. Then, just as how you are setting the values within each menu output branch, you would set the value for CSQ_SD_Inbound to the appropriate CSQ.</div>
<div><br></div><div>Here are some example CSQs you may want to configure:</div><div>SD_Safeboot_CSQ (Most Skilled)</div><div> Service_Desk_Skill (Competency = 2)</div><div> Safeboot_Skill (Competency = 5)</div><div><br>
</div><div>SD_VPN_CSQ (Most Skilled)</div><div> Service_Desk_Skill (Competency = 2)</div><div> VPN_Skill (Competency = 5)</div><div><br></div><div>SD_Acct_Assist_CSQ (Least Skilled)</div><div> Service_Desk_Skill (Competency = 2)</div>
<div> Account_Assistance_Skill (Competency = 2)</div><div><br></div><div>To further explain, when a caller presses Option 2 for VPN Help and Support, you would use a Set Step to set CSQ_SD_Inbound = "SD_VPN_CSQ", which would route the caller to your VPN skilled Agents, starting with the highest skill first.</div>
<div><br></div><div>IVR Script:</div><div>Here are just a couple of notes on your script.</div><div><br></div><div>You should check the LoggedInAgentsInboundCSQ metric as close to needing to know that metric as possible. What happens when a caller calls in and you have 4 logged in Agents, but because it's now taken the caller 20 second to make a menu selection (Timeouts, Unsuccessful, etc.), all 4 of your Agents have logged out, and you now have a caller sitting in queue, with not a single potential Agent to handle that caller.</div>
<div><br></div><div>I can't see what you are setting inside of your Set Enterprise Call Info steps, but I cannot imagine you need one inside of each menu option. As it stands right now, you could move one single Set Enterprise step to just after the label CSQ_SD_Inbound, and it will write whatever data is currently held in your variables.</div>
<div><br></div><div>I cannot see inside of your call redirect step, but do make sure you are marking the call as handled in the success branch. You do this with the Set Contact Info Step.</div><div><br></div><div>At a minimum you should handle the ContactInactiveException event in your script and have it goto a label called End, or End of Script, or whatever you prefer. The important thing is, this label should be just above, or on the End step at the bottom, so that all that happens when a caller hangs up, and your script proceeds to throw an exception, is end cleanly. You do this with the On Exception Goto Step.</div>
<div><br></div><div>I don't see what happens when the caller calls in after hours, but I am assuming you are handling that in the Day of Week output branches.</div><div><br></div><div>Anthony</div></span><br><div class="gmail_quote">
On Fri, Oct 1, 2010 at 11:07 AM, Briann McDonald <span dir="ltr"><<a href="mailto:briann.mcdonald@gmail.com">briann.mcdonald@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div>All I am attempting to set up skill based routing and have come up with a sample script as to what i would like tio happen to see if this will work based on weighing skills of each agent. Please take a look at the script and let me know if this will work and offer suggestions how i could better do this. </div>
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<div>The scnenario is you have reached our help desk to get VPN support press 1 for applications press 2 and so on. I have weighted each agent and based on skills I want those agents to get the calls first etc. Please help. </div>
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<div>Briann </div>
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