Skills Based Routing

[martinch]

Hey guys, me again.

I have been thinking of another feature donation for ViCiDial...this time in the form of skills-based routing for inbound and outbound calls. This will hopefully allow ViCiDial administrators to get the best out of their data and their agents by pairing them up based on relevant skills.

Some of the benefits of having something like this;

- make the most out of your data. If you have someone technical and someone not so technical in your team, you can potentially route very tech savvy customers to the technical agent and not so savvy to the other agent or vice-versa.

- by matching the relevant skills to the right customer, you can potentially see an uplift in sales conversions or higher NPS scores.

- makes the most of your data as matching the right agents to the right leads can mean more connects and longer talk times.

- the "skills" can be an infinite list of skills that YOU control allowing huge flexibility to suit any client.

Here's a mock-up of the potential user option in the Admin Panel;



This is still in early development as there is quite a lot to consider with such a change;

- hopper changes. ⏳

- auto dial engine changes. ⏳

- outbound and inbound script changes. ⏳

- admin panel changes (various pages). ⏳

- dialler side changes. ⏳

- many other misc changes. ⏳

I'm curious to know what you guys think and if this is something you could see as a benefit to your ViCiDial install.

Cheers.

[jamiemurray]

You can achieve this with shared dialing for outbound and by setting the skills and ranks by attaching the agents to the relevant ingroups where the calls drop to.
Although one major problem with the shared campaign dialing is that EVERY call is logged as an inbound call as far as an agent is concerned which makes for messy reporting.
I have a client which we implemented this for, after a lot of confusion with the reports (none of my agents took an outbound call!), I ended up building custom reports on SSRS and disabled access to all reports except realtime since it was faster than going through every report on vicidial to override this. It was some time ago and I haven't tried recently to see if the behaviour is still the same as the client is more than pleased with the SSRS reports.

Inbound it's easy to set this with just attaching ingroups representing the skills and set ranks against the agents so agents better skilled in that line of business would get the call first.

[martinch]

Cheers jamie. Yeah you can achieve a form of skills based routing through Shared dialling but yeah, reporting can get messy due to the dropping into ingroups. Might be a nice feature to write a ViCi report for Shared dialling. There are caveats with Shared dialling in general but this feature is geared toward vanilla dial methods and would cover Manual too. This provides a bit more flexibility than rank as it's skills based (true skills) not based on a linear integer scale. That reminds me, I need to log a ticket for some enhancements to some features of Shared dialling.

Cheers.

[jamiemurray]

Think of the ingroups as skills, the rank an agent is assigned to it could be referred to as their "skill level". Combine this with next call method ingroup_rank_longest_wait and you've achieved skills based routing.

[roger.milligan]

Hello Martin and Jamie

Take a look at this post: https://www.vicidial.org/VICIDIALforum/viewtopic.php?f=2&t=41884

I would love to collaborate and share ideas to make this smarter.

Roger

[carpenox]

Nice solution Jamie