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:
|All Skills Matching||ACD only considers agents who have all of the requested skills.||PureCloud looks for the first available agent with the requested skills.|
|Best Available Skills||ACD only considers the first 100 available agents who have all of the requested skills and the highest average proficiency rating.||PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills.|
|Disregard Skills, Next Agent||ACD routes interactions based on agent availability instead of skills.||PureCloud looks for the first available agent and ignores any skill requests.|
In all three methods, the last-handled ACD interaction determines the order in which PureCloud evaluates the agent. PureCloud selects the agent that matches the evaluation method and has gone the longest since handling an ACD interaction. Status changes and on-queue behavior do not affect calculation and selection.
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.|
|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|
|All Skills Matching||
|Best Available Skills||
|Disregard Skills, Next Agent||