Page 21 - Telecom Reseller JulAug 2016

July/August 2016
Telecom Reseller 21

GRECO
continued from page 13
THE LATEST
TECH BLOGS

case that if someone is naturally talented or of expertise within various media types, and everything.
inclined in an area, a corresponding investment agents can receive more than one email and Specialization allows employees to foster
TOM
should be made in order to cultivate that chat contact at a time. Con gurable parameters the talents that they naturally possess and, if
strength. In order to use agents most e ectively, determine which contact type has priority, and companies accommodate this by putting the CROSS
categorization is needed in order to identify the call can then be routed to the best possible right technology in place to support skills-based
those strengths and then apply them within the agent. Regardless of on-premises or cloud-based routing, both agents and customers win. With
context of their roles. Skills-based routing is solutions, specialization can improve morale the right parameters, companies can use the right
imperative, whether a company utilizes an on and reduce employee churn because agents
processes, people, and technology to improve the
premises or a cloud-based system.
are no longer expected to become experts in
customer and employee experience. ■

On Premises
With an on-premises solution, the customized
use of system power using CPU/real-time
and memory can cater to each individual and
situation. Every agent can be assigned a number Don’t Turtle PathSolutions TotalView
of skills, and then the system can be con gured
with a number that represents the agent’s
pro ciency level for that skill. Agent skillsets your network
Easily Identify and Resolve
can be categorized using virtual groups that are
de ned as each piece of the routing algorithm is VoIP Call Quality Problems
compiled, and that allows incoming calls to be
dispatched correctly. When a call waits in the in Plain-English:
queue, the availability of agents with the right
skills is cross-referenced with the importance
level of the skills needed for a particular
issue, and then the call is directed to the most “The call between the CEO and the VP was bad at
competent individual. Once the call has been 9:35am due to a bad cable on the Finance2 switch
answered, the virtual group disbands.
trunk port that was dropping 6% of its packets.”

In the Cloud
Cloud-based solutions operate di erently than TotalView will reduce your troubleshooting time, free up
their on-premises counterparts. Skills-based critical resources, and ensure great quality VoIP calls!
routing in a cloud system match several skill
groups to each agent within a multimedia Run
environment. Skills are created using a web- 877.748.1777
| www.pathsolutions.com/tr
based administration tool, and those skills are
then assigned appropriately.
Agents can be assigned to multiple areas