Skill Based Routing
The UVEQSK module is software to enhance the operation of the Equate ACD so
that an agent may simultaneously log in to several ACD groups. A typical use of
this is where a caller identifies the subject of their call, usually by pressing
keys to select options from a menu. The Equate will then target the call at agents
with the appropriate skill set to desk with the caller's enquiry. In a technical
support environment, there may be a complex pattern of overlapping skills as new
agents become trained in various areas. These can be set up and maintained within
the Equate so that a caller has the greatest opportunity of speaking immediately
to someone who can solve their problem.
There are many other Call Centre applications where simple or complex front
and back line ACD groups may be set up.
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Configuring Multi Group Agents
An agent with the capability of being a member of more than one group is designated
a multi group agent. In the extract from the Supervisor Console main window shown
on the left, Gordon Allbright is a multi-group agent logged in to two groups at
once.
The supervisor may log Gordon in or out of either one or both groups. There
is no limit to the number of groups to which an agent may belong.
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Directing Calls to Groups
The options for directing calls to particular groups are as normal with the
Equate. When the purpose is skill based routing a tree based menu structure will
be used to ask callers questions about the particular type of enquiry which they
have.
It may also be required to pick up information about the caller through CLI
information or a manually entered account code. This may then be compared against
an external database to route the call appropriately.
As a more detailed example, it would then be possible to route callers who
had exceeded credit limits to the accounts department.
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