Evaluation and routing methods
PureCloud ACD uses a queue’s routing and evaluation methods to determine how to match interactions and agents. The evaluation method determines how PureCloud processes skill requests for interactions, while the routing method determines which of two routing types to use. A customer can request skills, for example, from the IVR. The evaluation method and the routing method for the queue determine the way that PureCloud uses the requested skills to match the interaction with an agent.
A queue administrator assigns an evaluation method and a routing method to each queue.
Agent profiles include ACD skill tags to indicate an agent’s areas of expertise and knowledge. A skill rating indicates the level of proficiency for each agent ACD skill. PureCloud uses agent skills and ratings for some ACD routing methods.
The evaluation methods are:
|Best Available Skills||ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency). From those, ACD selects the agent with the longest time since last interaction.|
|All Skills Matching||ACD selects the agent who has all of the required skills with the longest time since last interaction.
|Disregard Skills, Next Agent||ACD selects the agent with the longest time since last interaction. Skills are not considered.|
- In all three methods, agents with the longest time (in milliseconds) since the last-handled ACD interaction have highest priority. Status changes and on-queue behavior do not affect agent priority.
- Language skills are evaluated separately from regular skills. A queue’s skill evaluation method applies only to regular non-language routing skills.
PureCloud ACD uses a queue’s routing and evaluation methods to determine how to match interactions and agents. The evaluation method determines how PureCloud processes skill requests for interactions, while the routing method determines which of two routing behaviors to use.
The routing methods are:
|Standard ACD||Routes interactions to the next available agent. Considers skills as specified by the evaluation method.|
|Preferred agent||Routes interactions to a pool of preferred agents first.|
|Bullseye||Routes interactions to a targeted sub-queue of agents with specific skills, and if no agents are available, it relaxes the requested skills, based on the queue configuration, to expand the pool of agents.|
Together, the combination of evaluation and routing methods determines specific behavior.
|Standard ACD Routing||Bullseye Routing|
|Best Available Skills||
|All Skills Matching||
|Disregard Skills, Next Agent||