Avaya CMS-Agent skilling

[synergy77]

Just looking for some feedback.

What is everyone else using as call handling preferences on CMS.

Either
-Skill Level
-Greatest Need, are you using service objective?
-Percent allocation

Is anyone mix and matching? Example: One group is Skill level and another group Percent allocation?

Also I understand the Greatest need but I dont know how the greatest need option also has a level option? Does it mean it will consider first the lowest skill level and then look at SVL's?

What works best? Say a group has a total of 5 skill. One skill has a 80/20 agreement and the rest have a 70/30. What skilling option would you usem, and why??

Here is another scenario, a group has one skill to them with a agreement of 80/20, but these agents can handle other skill in other group that has a 70/30. What skill preference would you use and why?

Thanks in advance

[karthikkapali]

Hi,

Please find my answers.

1. Say a group has a total of 5 skill. One skill has a 80/20 agreement and the rest have a 70/30. What skilling option would you usem, and why??

Ans :Group of people can be assigned to Skill 1 as 1st Priorities and take them away with rest 4. This will ensure the agents are engaged on 1 particular skill as my ASA is 20 secs. Same way the other half of people will have rest 4 skills in P1 as their SL agreement is same. So Calls are being answered based on queue.


2. a group has one skill to them with a agreement of 80/20, but these agents can handle other skill in other group that has a 70/30

Ans : Agents will be skilled Level 1 priority on 1 skill with 80/20. Since they are capable of handling the other calls too, You can set the other skills in P2. What happens is when SK1 calls are cleared... agents will be answering calls from other skills which are in queue.


Summary : Divide agents into groups based on call arrival pattern among each skills and see if you can acheive the FTE based on forecast. if you are short by 4 to 5 agents per interval.. The other skill agents will take the spill over calls.


Correct me if am wrong anywhere. This is based on my experience as i do the skill mapping for the project i work for.


Regards,
Karthik