118Chapter 9 Setting up Intelligent Routing
Example 3
In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination.
The Call Center Administrator:
•selects the Day service mode
•selects the Agents not logged in check box
•selects Move to Skillset as the action
•selects skillset 2
Mode | Conditions | Action | Explanation |
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Day | No Agents | Move to Skillset 2 | Intelligent Overflow Routing checks to see |
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| whether agents are logged on to skillset 1, but |
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| does not check the timer. |
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| If there are no agents logged on to skillset 1, the |
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| call moves to skillset 2 and gets the new |
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| greetings for skillset 2. When a call moves to a |
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| new skillset, it does not remain queued at the |
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| original skillset destination. |
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Example 4
In this example, calls to the call center go to skillset 1, which is the company help line. If no agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset mailbox where the caller can leave a message.
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:
•selects the 24 Hour service mode
•selects the Agents not logged in check box
•selects Move to Skillset as the action
•selects skillset 2
In the second rule the Call Center Administrator:
•selects the 24 Hour service mode
•sets the timer to 2 minutes and 30 seconds
•selects the skillset mailbox as the action
Mode | Conditions | Action | Explanation | |
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24 Hour | No Agents | Move to Skillset 2 | The call moves to skillset 2 if no agents are logged | |
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| on. If agents are logged on and the call is not | |
24 Hour | 02:30 | Skillset Mailbox | ||
answered within 2 minutes and 30 seconds, the call | ||||
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| transfers to the skillset mailbox. | |
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