Super agent pool

Last Updated : Oct 03, 2012 |

EAS allows a skill hunt group to function as a super agent pool. A super agent pool is a backup group of more than one agent that is able to handle many if not all types of calls coming into the application. In the automobile club examples, Skill Hunt Group 99 (Supergroup) serves as a super agent pool. You can also recall that 99 appears as both a VDN skill and an Agent skill. However, a super agent pool can be assigned a skill hunt group number that is not assigned to a VDN skill. This can and must be done whenever the application requires four levels within the skill table distribution, as shown in the following table.

Supergroup-99

Emergency road service- bilingual-88

Route planning-bilingual-77

English-66

Spanish-55

English-44

Spanish-33

Bostonian-11

Castilian-13

Bostonian-15

Castilian-17

New Yorker-12

South American-14

New Yorker-16

South American-18

Besides a new skill numbering scheme, our modified skill table has four levels instead of the three levels that are provided in example of a skill table for an automobile club. Except for the skill numbering scheme, the top two levels (Supergroup-99 and Emergency Road Service-Bilingual-88/Route Planning-Bilingual-77) remain unchanged. However, note that the next level is reorganized into segments to indicate the ability to speak English or Spanish. Finally, note that a new level is added to denote particular types of accents or pronunciation in English and Spanish.

The following table shows how some of the skills in modified skill table for the automobile club are administered to one relevant VDN (VDN 1616).

VDN 1616 - Skill preferences

1st:

16

Knows about Route Planning, speaks English, has New York accent

2nd:

44

Knows about Route Planning, speaks English

3rd:

77

Knows about Route Planning, is bilingual

Modified vector to accommodate a super agent pool

1. queue-to skill 1st pri m
2. announcement 4555
3. queue-to skill 2nd pri l
4. wait-time 10 seconds hearing music
5. check skill 3rd pri l if calls-queued < 3
6. announcement 4666
7. check skill 99 pri l if available-agents > 0

For example, an English-speaking caller needs information on route planning and wants to speak to an agent with a New York accent. In this case, the caller dials the appropriate number, for example, 800-765-1616. Accordingly, the call enters Communication Manager and is directed to VDN 1616, which points to the vector in the previous screen. Once vector processing starts, the queue-to skill command in step 1 queues the call to the skill group that corresponds to the 1st VDN skill (New Yorker-16). If an agent with skill 16 is available, this agent answers the call. If such an agent is not available, the call is eventually queued to the skill group that corresponds to the 2nd VDN skill (English-44) by the queue to main skill command in step 3. This time, if an agent with skill 44 is available, this agent answers the call. If the call is still not answered, the check skill command in step 5 attempts to queue the call according to the parameter indicated (if calls-queued < 3) to the skill group that corresponds to the 3rd VDN skill (Route Planning-Bilingual-77). If the call is queued, and if an agent with skill 77 is available, this agent answers the call. If the call is not queued, or if it is queued and an agent with skill 77 is not available, the check skill command in step 7 is executed.

Before discussing the execution of step 7, note that a specific skill hunt group number (99) and not a VDN skill Preference designation (1st, 2nd, or 3rd) is included within the check skill command. Since the skill table for the application involves four levels of skills, and since there can be no more than three VDN skills, the specific skill group number (99) for the super agent pool must be included within the queuing command to allow caller access to the pool. Whereas a VDN skill is always represented in a vector by the term 1st, 2nd, or 3rd, a super agent pool is always represented by a whole number according to the parameters of the relevant switch. For the queuing commands, see Call Vectoring commands.

Returning to the vector execution, the check skill command in step 7 attempts to queue the call according to the parameter that is indicated (if available-agents > 0) to the super agent pool (Supergroup-99). If the call is queued, and if an agent in the super agent pool is available, this agent answers the call.

Note:

If the call has already queued to all three VDN skill hunt group preferences, it does not queue to the specific skill hunt group. This reflects the restriction that a call can only queue to a maximum of three splits or skills. The best approach is to test the splits or skills first to determine where to queue the call.