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298- We have the following unique client requirements - is using Capacity Profile the right approach?
- We have 4 channels: Chat, SMS, Phone Call Record, Email Record
- We have workstreams set up, one workstream for each type of channels above
- We are proposing to use Capacity Profiles to manage the following:
- Some agents are considered /Beginners/, and can only take on 1 Phone Call as the work item, and nothing else
- Some agents are considered /Intermediate/, and can take on 1 Phone Call + 2 combination of Chat/SMS/Email
- Some agents are considered /Advanced/, and can take on 1 Phone Call + 3 combination of Chat/SMS/Email
- Some agents are considered /Special/, and can take on 5 combination of Chat/SMS/Email, but no Phone Calls
So, for the Capacity Profiles, we are thinking to set up the following profiles:
- Phone Profile (work item limit = 1)
- All agents will be assigned this profile
- Intermediate Profile (work item limit = 2)
- Only Intermediate agents will be assigned this profile
- Advanced Profile (work item limit = 3)
- Only Advanced agents will be assigned this profile
- Special Profile (work item limit = 5)
- Only Special agents will be assigned this profile
- Base Profile (work item limit = 5)
- All agents will be assigned this profile
The purpose for the Base Profile is that we would need to assign one default Capacity Profile to the workstream. During assignment, unified routing will look for an agent who has available capacity in both the profiles - the default profile from the workstream and the appended profile from the classification.
Next, we need to use the classification rule in the workstream to /stamp/ the appropriate capacity profile for the incoming work item, and this is where it gets tricky and problematic...
For example, if we look at the Chat workstream, when /stamping/ the capacity profile for the work item, we cannot do a /OR/ condition, meaning, we either stamp with one profile, or multiple profiles, but we can't say something like the work item will either be this profile or that profile. So for example, if we only stamp it with the /Intermediate/ profile, then during assignment, the system would look at agents having capacity in the Base profile, and the Intermediate profile, and therefore, only the Intermediate agents will get the work item. The Advanced agents will never get the work item since the Advanced agents do not have the Intermediate profile, but Advanced agents need to be able to get Chat as well, it's just that their work item limit is higher. So, if we stamp the work item with all profiles, this means agents need to be assigned to all the profiles, then it really defeats the purpose of using the profile to control the upper work limit in the first place...
Any suggestions how we might be able to solve the requirements above? Is Capacity Profile the right approach in the above scenarios?
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