Skill-based routing

[josep18]

We have a question around skillsbased routing.

The requirement is to route multimedia interactions to consultants with a acombination of skillsets. If we have skillsets A, B, C, D, E, AB, CD, EF, ABCDE we might have interactions in the queue that required a consultant with a skill ie. A+D+AB, does Avaya Aura 6.3 offer the intelligents to route interactions according to this requirement?

We might have a scenario where the interaction requires a cunsultant with skills D+CD+EF ?

Please advise
Regards
Sandro

[hergenmuelle]

One way to achieve this would be to create one skillset per single skill or combined skills, like:
Skillset_A
Skillset_AB
Skillset_ABC
etc.

Assign the skillsets to the agents and if it is an AACC then the contacts can be routed to these skillsets based on rules (email subject, content, etc.) defined on the CCMM.

[josep18]

Thank you for the response hergenmuelle.

In this case should we have a combination of approximately 200, that would mean that we would need to create equivalent (200) skillsets within AACC? if that is the case it would become a huge administration task.

Regards
Sandro

[mackb]

Skill Levels and Call Routing

When assigning priority levels to an agents assigned skills, does the call routing differ if one counselor has skills A,B,C at level 2 and another counselor has skills C, B, A at level 2? In other words, does the order of the skills within a level make a difference as to which call will be handled first?
Thanks in advance.

[dgilli]

Skillset priorities

There is no correlation between skillsets assigned to an agent. A priority in one skillset has no effect on a priority in another skillset, regardless of the order. Priority in a skillset, as assigned to an agent is only relevant compared to other available agents in that same skillset.

[dgilli]

Next call handled

The next call handled would be based upon contact priority as assigned in the script (or multimedia if applicable). Assuming calls are all same priority the the oldest/first in queue will be presented to the available agent.