Jump to: navigation, search

ACD Queue Routing Strategies

This topic describes how the ACD queue uses defined routing strategies to pass variables from the IVR and control the call flow.

Basic Routing

The basic routing logic (not using proficiencies) is a simple skills-based routing where the agent is selected based on the skill passed to the strategy and is also based on the following call delivery options:

  • Round Robin — Selects an agent and then sends calls to all other agents before repeating.
Important
The Round Robin statistic resets after 60 minutes inactivity. As such, in low-volume contact centers, this routing method might result in one agent receiving more calls. Consider the following scenario with two agents using Round Robin routing:
  • Agent 1 receives a call. Within 60 minutes, another customer calls. This second call is routed to Agent 2.
  • Agent 1 receives a call. After 60 minutes, another customer calls. This second call is routed to Agent 1, because the Round Robin statistic reset after 60 minutes of inactivity.
  • Most Idle Agent — Calls are sent to the agent that was waiting the longest (the Longest Wait Time statistic is used for this routing logic).
  • Least Utilized Agent — Calls are sent to the agent that has answered the fewest number of calls per time-logged-in (the statistic formula used for this routing logic is: Talk Time / Total Login Time).
  • This routing uses the following logic:

    1. Receives the following variables from the IVR:
      • skill
      • skill timeout
      • Max timeout
      • algorithm
      where:
      1. The skill timeout variable is set so that after the skill timeout expires, the skill level is reduced by 1 before the next routing attempt is made. Once the skill level reaches 1, the call is routed until the total timeout expires.
      2. The Max timeout variable is used to set the time-out (wait time) value for this skill. Once this time-out value is reached, the strategy returns control of the call to the IVR.
      3. The algorithm variable determines which delivery method the calls follow:
        • Round Robin
        • Most Idle
        • Least Utilized
    2. The logic verifies that agents with the appropriate skill proficiency are logged in. If no agents with this skill proficiency are logged in. the control of the call is returned to the IVR.
    3. The caller waits for a selected skilled agent while hearing the wait music.
    4. If an agent becomes available, the caller is connected to that agent.
    5. If the time-out is reached, the caller is sent back to the IVR.
    VCC2.5.Basic Routing.png

    Advanced Routing

    Advanced skills routing is required to support routing calls using skills proficiency. Using this method, you can manage your ACD queues and agents by allowing calls, which are not quickly handled by the primary agents, to be sent to secondary or tertiary agents, who might not be fully utilized.

    This routing logic uses the following strategy:

    Skills are provisioned with a proficiency of 1 to 5 stars, where 5 stars is the most proficient.

    The advanced skills routing strategy includes the follow routing blocks:

    1. The strategy receives variables from the IVR.
    2. This routing logic verifies that the agents with an appropriate skill (skill) are logged in. If no agents with this skill are logged in, then the control of the call is returned to the IVR.
    3. The logic uses the skillLevel variable to determine which block the strategy uses as the highest level proficiency block. If this variable value is 2, then the strategy goes to block 4 and executes the routing logic from there. If the variable value is 5, then the strategy goes to the first block and executes the routing logic from there.
      1. Block 1 routes the calls to agents with a skill proficiency equal (=) to 5. The call waits for the skillLevel variable to determine which block the strategy uses next and then moves to block 2. This routing block routes to primary agents only.
      2. Block 2 routes the calls to agents with a skill proficiency greater or equal to (>=) 4. The call waits for the skillTimeout variable to determine which block the strategy uses next and then moves to block 3. This routing block routes to the primary and secondary agents.
      3. Block 3 routes the calls to agents with a skill proficiency greater or equal to (>=) 3. The call waits for the skillTimeout variable to determine which block the strategy uses next and then moves to block 4. This routing block routes to the primary, secondary and, tertiary agents.
      4. Block 4 routes the calls to agents with a skill proficiency greater or equal to (>=) 2. The call waits for for the skillTimeout variable to determine which block the strategy uses next and then moves to block 5. This routing block expands the agent pool to four different levels of agents.
      5. Block 5 routes calls to agents with a skill proficiency greater or equal to (>=) 1. The call waits for the skillTimeout variable value to be reached and then rejects the call and returns it to the IVR.
    VCC2.5.Advanced Routing.png

    Feedback

    Comment on this article:

    blog comments powered by Disqus
    This page was last modified on August 31, 2016, at 12:21.