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Chapter 18: Workgroup Configuration
176 MaxACD Administrator Manual
Inter Workgroup Call Distribution
In the case where an agent belongs to multiple workgroups and there are queued calls
in two or more of these workgroups, as soon as the agent becomes available, the queued
call that will be distributed to this agent is determined by the
Inter Workgroup Call
Distribution setting.
This field is used to calculate the score of each call in a workgroup’s queue. Depending
on the call’s assigned priority and the skill of the agent that is available, the score will
determine which workgroup’s call gets answered first. The call with the highest score is
answered first. Use the up/down arrows to increase or decrease the weight values for
Priority and Skill values.
The first box is the weight for agent skill in a workgroup. The second box is the weight
for priority of a queued call. The score is calculated as (10 - skill level) x weight for agent
skill + (10 - queued call priority) x weight for call priority. When determining which call
should be dispatched to an idle agent who is assigned to multiple workgroups, the
system will consider the following factors:
• Caller's priority
• Agent's skill level
• Caller's SKLR
• Caller's wait time in queue
Configuration Guidelines :
• Assuming an agent is assigned with different skill levels for different workgroups,
and call priority is the same for all calls, you can increase the skill weight to 9 and
reduce the priority weight to 1 to better match an agent's skill.
•
Assuming each call is assigned with a priority based on certain customer attributes,
and an agent's skill is the same for all workgroups, you can increase the priority
weight to 9 and lower the skill weight to 1 to have a call with higher priority answered
first.
• Assuming all calls' priority is the same and agent's skill level is the same for all
workgroups, you can use this scoring system to prioritize workgroups. For example,
assign priority weight 9 to the most important group, 5 to the second most important
group, and 1 to the least important group. Calls in the group with higher priority
weight will be dispatched first.
• When there are callers with the same score in different workgroups, the queue time
will be used as a tie breaker.
• If you have variable priority settings for callers, and agents belong to multiple
workgroups with different skill levels, it is recommend that you set all calls' SKLR to
1 and set call coverage rule to "Equal or Lower than SKLR of Incoming Call". This will
eliminate the complexity of matching caller's SKLR to agent's skill level.
Queue Management - Basic
The main differences between Basic and Advanced queue control are the following:
• You can build a layer of DTMF menu selection option in the Advanced queue control
mode. A caller can press a digit to hear different prompts or options while in queue.