Dialogue Cloud

Using 'Skills'

Anywhere365 uses Skills to find the right Agent in real time for each call.

Anywhere365 allows you to define Skills for each individual UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. and assign them to Agents. Anywhere365 uses these Skills to match incoming calls/dialogues with the best available Agent for that specific dialogue.

To use Skills for a UCC, you need to do the following:

  1. Define the Skills you need for your application.

  2. Assign appropriate skills to your Agents.

  3. Assign skills to IVR Interactive Voice Response, or 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 (at a bare minimum to basic questions).

When a customer contacts the UCC and makes a menu choice, Anywhere365 checks which Skills (if any) are configured, and uses this information to find the most appropriate agent. Agents are prioritized according to their skill scores. Agents with a 100% score on a particular 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.

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 have 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 Skype 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 Agents are hunted based on their Skill scores. The Agent with the highest score on the required Skill will be selected first.

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

  5. Automatic Call Distributor Automatic Call Distributor (ACD), also known as Automated Call Distribution System, is a component that redirects incoming calls to Agents. (ACD Automatic Call Distributor (ACD), also known as Automated Call Distribution System, is a component that redirects incoming calls to Agents.) Method

    1. If multiple Agents score equal, then an Automatic Call Distributor (ACD) strategy will be used to select an Agent. There are seven 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.

 

Create/Edit/Remove item

Item can be created, edited or removed.

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