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Intelligent Highest Skill First Examples

The Intelligent Highest Skill First algorithm can be complicated. This article will explain how the algorithm works and provide a few examples.

Overview

Intelligent Highest Skill First: This will use advanced logic to determine who the call should be delivered to based off of the ranking of an agent in this skill and the membership of the agent in other skills. The following steps are taken to create a prioritized list, the top of which will be presented a call if available.

  1. Check the skill level of each available Agent and deliver to the Agent with the highest skill level. If there is a tie, go to step 2.
  2. For each Agent, calculate who has the least collateral damage among other skill memberships. This is done by multiplying each skill by the priority of that skill, then adding those numbers together. A mathematical formula would look like (Skill A Priority * Agent Rank in Skill A) + (Skill B Priority * Agent Rank in Skill B Level) + (Skill C Priority * Agent Rank in Skill C) etc... If there is a tie, go to step 3.
  3. Who among the remaining Agents has been idle longest. If there is a tie, go to step 4.
  4. Select between the remaining Agents at random.

Below are some examples of how this algorithm will handle call routing for each scenario.

Scenario A: Everyone is idle and a call comes into the Customer Service skill.

Scenario B: Everyone is idle and a call comes into the Escalation skill.

Scenario C: Everyone is idle and a call comes into the Training skill.

Example 1

agents_skilled_5.png

 

Scenario A:

  1. All Agent's have a skill of 10, so they are all equally ranked at this point.
  2. Erich, Gilbert, Jason, and Kent are all a part of other skills. Below is the formula for each agent:
    • Alex: Not a member of any other skill, so (0*0) = 0
    • Erich: Training priority 1, skill level 10, so (1*10) = 10
    • Gilbert: Escalation priority 1, skill level 10, so (1*10) = 10
    • Jason: Escalation priority 1, skill level 10, so (1*10) = 10
    • Kent: Training priority 1, skill level 10, so (1*10) = 10
  • At this point we discover that Alex offers no collateral damage, so we present the call to Alex.

Scenario B:

  1. Gilbert and Jason are the only members of the Escalation skill, both with the rank of 10.
  2. Gilbert and Jason are also members of the Customer Service skill. Therefore:
    • Gilbert: Customer Service priority 1, skill level 10, so (1*10) = 10
    • Jason: Customer Service priority 1, skill level 10, so (1*10) = 10
    • Since both Agents offer an equal amount of collateral damage, we proceed to step 3.
  3. Gilbert has been idle for 5 minutes and Jason has been idle for 3 minutes.
  • Since Gilbert has been idle longer than Jason, the call is presented to Gilbert.

Scenario C: 

  1. Erich and Kent are the only members of the Training skill, both with the rank of 10.
  2. Erich and Kent are also members of the Customer Service skill. Therefore:
    • Erich: Customer Service priority 1, skill level 10, so (1*10) = 10
    • Kent: Customer Service priority 1, skill level 10, so (1*10) = 10
    • Since both Agents offer an equal amount of collateral damage, we proceed to step 3.
  3. Erich has been idle for 2 minutes and Kent has been idle for 4 minutes.
  • Since Kent has been idle longer than Erich, the call is presented to Kent.

Example 2

agents_skilled_4.png

Scenario A:

  1. Alex has the highest skill in Customer Service.
  • Since Alex has the highest skill, he is presented the call.

 

Scenario B:

  1. Gilbert and Jason are the highest skilled members of the Escalation skill, both with the rank of 10.
  2. Gilbert and Jason are also members of the Customer Service skill. Therefore:
    • Gilbert: Customer Service priority 2, skill level 5, so (2*5) = 10
    • Jason: Customer Service priority 2, skill level 1, so (2*1) = 2
  • Sending a call to Jason creates the least collateral damage, so he will be presented the call.

 

Scenario C:

  1. Erich and Kent are the only members of the Training skill, both with the rank of 10.
  2. Erich is a member of the Customer Service and Escalation skills, while Kent is a member of the Customer Service skill. Therefore:
    • Erich: Customer Service priority 2, skill level 5; Escalation priority 3, skill level 5; so (2*5)+(3*5) = 25
    • Kent: Customer Service priority 2, skill level 5, so (2*5) = 10
  • Sending a call to Kent creates the least collateral damage, so he will be presented the call.
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