T-Skill

T-Skill deals with skill-based routing, and can also be used for queue-team systems with overflow. T-Skill uses simulation to analyse the performance of multiple agent skill-groups handling multiple call types, over a single time interval. T-

Call routing

The allocation of call types to skill-groups is specified by a routing table. The routing table may be based on:-

Simple yes/no, specifying whether a particular skill group can handle a particular call type.

Priority, where a priority of 1 to 4 is assigned to each skill group for each of the call types that the skill-group can handle.

Delayed routing. Calls become eligible for a particular skill-group after a delay, possible zero. (This is more queue-team with overflow, but can be considered a form of skill

The current release of T-Skill makes available only simple routing. Priority and delayed routing will be made available in a future service update.

Optimisation of skill groups

A typical problem is to optimise the distribution of agents across the skill-groups. This can be done manually, with the user making an initial assignment of agents, running the simulation, and then looking at the resulting call-handling perf

T-Skill also provides “standard optimisation”, which is an automated method of optimising agent assignment. This method seeks progressively to improve an initial assignment, using simulation to evaluate a range of possible improvements at eac