SkillSense also has the ability to schedule agents to multiple serving teams during the day, each serving team associated with different queues, and each queue representing a skill set. Queues may also represent non-demand, or off-key work, such as clerical duties. In this manner, an agent may be assigned to both call handling and non-call related duties during the day. Regardless of the mixture of call handling and non-demand activities assigned to agents, SkillSense always provides the optimum scheduling solution. Your call center will easily be able to meet your service objective, while operating at a more cost-effective level.

This diagram illustrates two types of relationships between queues and serving teams. The CustServ queue and the CustServ serving team share a one-to-one relationship. All other queues share a one-to-many relationship with the associated serving teams. A many-to-many relationship is not shown here for purposes of clarity.

Q = queue ST = serving team CO= calls offered ASA= average speed to answer Online = agents online OCC= occupancy CH= calls handled AHT= average handling time Sched= agents scheduled PCA= percentage of calls answered Fcst= agents forecast

For example:

An agent may handle technical support calls for more than one product. SkillSense can produce a forecast and set of staffing requirements for all activities in one operation. It can then generate a schedule such that an agent may answer calls for one product for 2 hours before going to another assignment to answer calls for a second product until lunch. The same agent may then be scheduled to 2 hours of clerical duties, after which they might again answer calls for the first product.

Schedule optimization occurs for each day of the week, based upon agent eligibilities and talents. Systems that do not support daily availability rules for agents must produce the same schedule for each day of the week without variance, and cannot support daily schedule optimization.