Agon Solutions’ Post

Transcript

Skill Expression Groups allow management of user membership based on skill expressions. Users can then be added to queues and included in Bullseye routing rings dynamically by their Skill expression group membership. Well, this means that you can now leverage the power of Bullseye routing, simplify user membership configuration, and still support workforce management. Here's what it looks like. First off, we need to create some skill expression groups and let's say that in my contact center I have a three tiered customer service queue that where my agents have different levels of skill based on their skill and proficiency assignments. So let's call this Customer service. Tier one. And then I'm going to create a couple more of these afterwards. But first I'm going to add an expression to define who gets to be a member of this group. And skill expressions are a combination of a skill, an operator and then a proficiency level. So I have a customer service skill and I'm going to start with my tier one group to say that if their skill is less than or equal to 1, so that means a one or zero proficiency, then they would be selected dynamically as a member of this group. Alright, let's create a couple more of these. My second one is going to be my tier two group. And these I'll put in the middle of the range. And of course you can build more much more complex expressions, including multiple skill and proficiency combinations. You can have up to 10 conditions and 10 sub conditions each. So it's very complicated, but it doesn't have to be for A to be really powerful in the beginning. So in this case I'm going to say that this equals is greater than or equal to two. And. It is. Less than. Four. So that'll be A2 or A3. And then finally I'm going to add my third group. My third tier. And this group I want to be the highest skilled. So I'm going to say that this these users would have the customer service skill greater than or equal to four, so a proficiency of four or five. So now that I have my skill expression groups configured I need to now add them to a queue. And I've got a queue here, helpfully named Example An. In my queue I want to make use of Bullseye routing with a fall back to the best available skills, and I'm going to have three rings and maybe I want to wait for 30 seconds in each of them before expanding to include the next tier. So we'll save that configuration and I'm going to add members dynamically by group. So I'm going to add my customer service Tier 1-2 and three groups and I'm going to say that Tier 2 is going to be a member of Bullseye Ring 2 and Tier 3A member of Bullseye Ring 3. And now any users that I assign my customer service skill with a proficiency value will dynamically be added to one of these three groups and thereby the queue and be participating in the routing scenario in the appropriate bullseye ring. So if I navigate over to I'm just going to use myself here as an example if I open up my user. And I assigned the customer service skill and I'm going to be one of these top tiered agents. I assign my skill and proficiency and that will now dynamically add me to a skill expression group and to the queue that has that skill expression group as a member. Now those changes can take up to one minute to take effect, so let's go see if that has happened already. Sometimes that'll happen a little more quickly than others and you can see that my tier three group has one user as a member. And if I drill in, I'll see that that's me and my Q will then have me as a member because I'm a member of this group and this group as a member of the queue. And I'll also participate in Bullseye ring 3 because of my skill expression configuration. My I have a customer service skill with the proficiency of five and I'm a member of the group there because of that. So this is a great way to allow you to manage users more efficiently and dynamically. And have them automatically included in the appropriate queue or queues and bullseye scenarios while still supporting workforce management.