Hello All,
I am a self-taught, problem-driven learner of CMS. I am the Metrics-guy in my contact center. I generate lots of reports pulling in from CMS, Cacti-observer, and a proprietary solution for ticket tracking for my management team.
Recently the Director asked me to work on making changed to Split/Skills of an agent to reduce AVAIL time, and minimze wait time for the in-bound calls.
We are 3000 calls /day on a typical high end, there are 13 skills among our 100 staff. Many staff have multiple skills.
Initially I am focusing on the 2-4 largest groups. I need to understand the way the ACD occurs, and different models available? The current model is Skill1 is level 1 for ALL agents with that skill. And the distro model is level based. I know there is Need based, percentage, and Level. But I can't wrap my head around the differences, and the logical model of call handling. Any resources... sites... or anecdotes would be appreciated. I am working with my Director to join the local chapter (NY-Metro, as I'm in Albany, NY), as the company doesn't have a support system for a CC internally, the current support is the guy that sets-up the PBX et all, I am working with him but I wanted to ask others in the field as well.
Thank you all!!