Real-time Agent Skill Reassignment for ACD Queues

Even with the best planning there are times when callers are overwhelming specific queues causing wait times to grow longer than usual which could be over the expected SLA (Service Level Agreement). Perhaps a marketing campaign is going viral and the response is much higher than originally thought, or a new product just shipped and calls are higher due to activate or inquiries about it. Knowing this was planned the call center already expected more inbound ACD calls and adjusted the staffing levels higher, but this is not an exact science.

This case is where from an admin interface you need the ability to adjust the skills for a number of agents to change which queues they are handling with which priorities. This allows a currently lower demand queue to have some agents removed or able to cover both. This may raise the wait time in the lower demand queue but if done correctly can keep it within the SLA for that campaign.

With the Q-Suite this is possible with it’s advanced skills based routing and Queues. Adjusting any skill for any agent is easily done from a single screen on the fly in real-time without any action required from the agent.