Hi all,

Within Lucent - Changing an Agents Skills.

If you have several skills assigned to an agent, does it matter what the difference in level is between each skill. e.g

If you had two skills - is there any difference between those 2 skills if you set them at Level 1 & 2 or at 1 & 10 respectively???

My understanding is that as long as it is higher or lower that will determin the priority of the call!

Thanks for any advice given.

Jonathan,

As far as I'm aware you're correct.

However....

Obviously you'll need to set the skillsets as required.

We use priority 5 and 10, therefore an agent
is P5 on their primary and P10 on their secondary Skillset.

This has the advantage that you can bump agents to a P4 or lower
to increase the number of calls they take (for instance a new agent
sign off process may require them to be monitored for x amount
of calls, this then ensures they get the requisit calls through).

If you use priority 1 this can't be done.

Another thing is to ensure the agent priorities are
standardised across the teams. This ensures there's no
weighting toward one particular agent.

As a last point I'd also where possible get the agent priority
changes locked into the assignment system, then limit the people
allowed to change priorities.

This helps limit the amount of people ending up in odd positions.

All you'll need to remember is to get a monthly (weekly if required)
listing of new / ex agents to keep the schedule updated.

You can then use this for moving agents into / out of SkSets as required.

Hope it helps a bit.

Regards

DaveA

Thanks Dave,

A fresh mind on this always help!

JT

Jonathan,

As I remember it, you are setting your initial multiple skills for the preferred delivery you wish for the agent

e.g.

skill 1
skill 2

etc, so they as an agent will always get a skill 1 call ahead of a skill 2 call.

The priorities would then weight their position against other agents with the same skill as Dave mentions

e.g.

agent 1
skill 1 level 10
skill 2 level 15

agent 2
skill 1 level 5
skill 2 level 20

would mean simultaneous calls (assuming all else equal) to both skills would see agent 2 get the skill 1 call first (higher level), and as he/she is busy, agent 1 would get the skill 2 call (assuming no other agent free with a higher level than 15).

:-)

Gary.

We seem to be singing from the right hymm book, another Skills related Question:-

Call Handling Preferences is not something we have looked at changing or investigating the potential it has, when changing it.

Has anybody used anything other than Skill Level for directing calls. If so, strengths? Weaknesses? And why did you feel the need for the change?

The options available are:-

Greatest Need
Percent Allocation.

Thanks in advance for your feedback!