120Chapter 9 Intelligent Overflow Routing
Example 6
In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox.
In this example, the Call Center Administrator inserts two rules. The Call Center Administrator:
•selects the Night service mode for both rules
•sets the timer to 2 minutes and 30 seconds as the condition for the first rule
•selects the Agents not logged in check box as the condition for the second rule
•selects the skillset mailbox as the action for both rules
Mode | Conditions | Action | Explanation |
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Night | 02:30 | Skillset Mailbox | The call transfers to the skillset mailbox if the call is |
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| not answered within 2 minutes and 30 seconds. |
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Night | No Agents | Skillset Mailbox | The call transfers to the skillset mailbox if there are |
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| no agents logged on to skillset 1. |
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Example 7
In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset 1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. Skillset 2 agents are the company’s less experienced sales agents.
The Call Center Administrator:
•selects the Day service mode
•sets the timer to 2 minutes and 30 seconds
•selects the Agents not logged in check box
•selects Overflow as the action
•selects skillset 2
Mode | Conditions | Action | Explanation |
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Day | 02:30 and No Agents | Overflow: 2 | The call overflows to skillset 2 if the call is not |
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| answered within 2 minutes and 30 seconds and if |
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| there are no agents logged on to skillset 1. |
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