Skills

Purpose

Anywhere365 uses Skills to find the right Agent at the right time for a call.

With the Anywhere365 platform it is possible to configure Skills for each individual UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.. These Skills will be linked to Agents. Once the required Skill for the dialogue is known, Anywhere365 is able to find the best Agent for that dialogue.

In order to use Skills within an UCC, the following should be configured:

  1. One or more Skills should be created.

  2. Agents should be linked to Skills.

  3. IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions on the lowest level should have Skills attached.

If a Customer contacts the UCC and makes a choice, Anywhere365 checks if Skills are configured. If this is the case, Anywhere365 hunts an Agent with the required Skill. First available Agents with a 100% score on the Skill will be hunted, then Agents with lower scores will be hunted (depending on the HuntingMethod). If there are no competent Agents available, the caller will enter the queue until an Agent becomes available or an escape is configured.

 

Training Video

 

Explanation per field

In order to manage Skills, the following screen should be filled in:

 

Hunting methods

The UCC uses different methods to select the best available agent. By default the UCC uses the following logic:

  1. Get all Agents who got the chosen Skill

  2. Presence Based Routing

    1. Only select the Agents who are available. (can be overruled)

  3. Device Based Routing

    1. Only select the Agents who are capable for the selected dialogue.

    2. Example: Agents on a LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. DeskPhone can receive Audio, but no Chat.

    3. Example: Agents on a client without an audio device can receive Chat, but no Audio.

  4. Skill Based Routing

    1. Agents are hunt based on its Skill score. The Agent with the highest score on the required Skill will be selected first.

  5. ACDACD stands for Automatic Call Distributor (also known as automated call distribution system) and is a device or system that redirects incoming calls to Agents. Method

    1. If multiple Agents score equal, then an ACD (Automatic Call Distributor) strategy will be used to select an Agent. There are four methods (Longest idle, Round Robin, Serial, Parallel) available.

Additionally these methods can be expanded with Last Agent Routing and Prompt Based Routing.

 

Skill Types

The Skill types below, are all Skill that can be configured in the Skill list. They are only used for different purposes.

 

Skill Create/Edit/Remove

Skills can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.