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Call Routing behavior type

When you select the Call Routing behavior type for a PreCall policy , you can configure exactly how you want the call to be routed by selecting a routing type and configuring the appropriate settings.   

Routing Type

There are four routing types that you can choose from when you are configuring a Call Routing behavior type: Do Not Dial, Normal, Precise, and Preview. Depending on the Routing Type that you choose, additional settings may be available.

Do Not Dial

Selecting the Do Not Dial routing type will configure the system to not dial the contact. When you select this option, Dialer assigns a wrap-up Category of "Skipped" and a wrap-up Code of "Do Not Dial", so that the skipped call is logged in the CallHistory table with statistics generated for Interaction Supervisor.

When you select this option, none of the settings in the Details section are available.

Normal

Selecting the Normal routing type will configure the system to route the contact to an agent in the normal way.

When you select this option, the Set an ACD skill on the interaction check box becomes available allowing you to select a skill and specify weight settings. You can use a slider or a spin control to specify the Proficiency, Desire, and Weight numbers. Proficiency and Desire number can range from 0 to 100 while the Weight number can range from -10 to +10.

Minimum Proficiency

Sets the minimum proficiency level required for this skill. Agents who do not possess this minimum skill proficiency will not be eligible to receive this interaction. The higher the number, the greater the skill level required.

Maximum Proficiency

Sets the maximum proficiency level required for this skill. Agents who exceed this maximum skill proficiency will not be eligible to receive this interaction.

Proficiency Weight

Indicates how important Proficiency Level is for this skill, as opposed to other skills that have been specified. If you are more concerned with this skill, then weight this parameter more heavily than Weight for Proficiency Level in other skills. Use the slider to select a positive or negative number. The weight assigned to skills and attributes is evaluated before calls are routed to the appropriate agent.

Minimum Desire To Use field

The value for Desire to Use a particular skill is assigned on an agent by agent basis in Interaction Administrator. Agents who do not meet the minimum Desire to Use level you specify are not eligible to receive this interaction. The higher the number, the greater the level of desire the agent has to use this skill.

Maximum Desire To Use field

The value for Desire to Use a particular skill is assigned on an agent by agent basis in Interaction Administrator. Agents who exceed the maximum Desire to Use level you specify are not eligible to receive this interaction. The higher the number, the greater the level of desire the agent has to use this skill.

Desire to Use Weight

Same as Proficiency weight, but affects evaluation of the Agent's desire to use a particular skill. It indicates how important Desire to Use this skill is, as opposed to other skills you have specified. If you are more concerned with this skill, then weight this parameter more heavily than Weight for Desire to Use in other skills.

Precise

Selecting the Precise routing type will configure the system to wait until an agent is available, pull that agent out of the pool of available agents, place the call, wait for the call to be dispositioned, and finally put the agent back in the pool of available agents. When you select this option, none of the settings in the Details section are available.

Preview

Selecting the Preview routing type will configure the system to wait until an agent is available, present the agent with a screen pop that consists of information about the contact, and place a call object in an initializing state on the agent's queue. The system will then either wait for the agent to manually make the call or, if the Preview Countdown is enabled, make the call once the time on the countdown timer elapses.

When you select this option, the Enable Preview Countdown check box becomes available allowing you to use the spin control the select the number of seconds to wait before automatically dialing the call.

Related Topics

Add a Policy Set

Skill Sets