What are the different skillset strategies?
What are the different skillset strategies?
| Strategy | Description |
| Ring All | Ring all selected agents at the same time |
| Top Down | Ring agents based on the position setting starting from position 1. For example if you set Agent 1 to be position 1 and Agent 2 to position 2 then Agent 1 would always be presented the call first unless already on a call |
| Sequentially by Agent Tier | Ring agents based on the position and level, this works very similar to Top Down but it gives you an extra control by setting agents at level and then setting the position. |
| Longest Idle | This is the most common strategy used, it will ring the agent who is available and not been on a call for the longest. This takes into account the level setting as well so if one agent is level 1 and another is level 2. The level 1 agent would always receive the call first. |
| Round Robin | Rings the agents in a round robin remembering the last agent tried. Position and level are not used for this strategy. |
| Agent Least Talk Time | Rings the agent who has the least amount of talk time. Position and level are not used for this strategy. |
| Agent Fewer Calls | Rings the agent who has has answered the least amount of calls. Position and level are not used for this strategy. |
| Random | Randomly rings agents |
Position:
The position setting is to set where the agent sits in a skill set. Assume you have 3 agents configured as follows:
- Agent 1 – position 1
- Agent 2 – position 2
- Agent 3 – position 2
In the above scenario the calls in most strategies will be sent to Agent 1 if available. In the event that Agent 1 is not available then either Agent 2 or 3 will get the call.
Level:
The level setting is used to as another position system that some strategies use. The level setting will allow you to influence call delivery a little more. Assume you use the strategy “Sequentially by Agent Tier” and you had 4 agents configured like this:
- Agent 1 – position 1, level 1
- Agent 2 – position 2, level 1
- Agent 3 – position 2, level 2
- Agent 4 – position 3, level 2
If all agents are available then calls would be distributed like this until it answered:
- Agent 1
- Agent 2
- Agent 3
- Agent 4
Now, if we changed Agent 2 to be level 3 then calls would be distributed like this:
- Agent 1
- Agent 3
- Agent 4
- Agent 2
