Using the Routing Simulator you can explore different routing scenarios without having to place calls, send emails, or even set up agents.
The simulator simulates scenarios with either one agent and two interactions (interaction selection) or two agents and one interaction (agent selection) and scores each interaction-agent or agent-interaction match.
The simulator scores each interaction-agent or agent-interaction match using the values you enter. If you add values for an agent or agents without all mandatory and unexpired skills, the simulator will consider them and score each interaction-agent or agent-interaction match accordingly. In practice, VCC never considers routing an interaction to an agent without mandatory or unexpired skills. |
You can give the agent skills, and can set the following attributes on the interactions:
The simulator displays the score for each interaction-agent match at one second intervals.
To use the Routing Simulator, perform the following steps:
To access the Routing Simulator, log in to the VCC Admin Portal and change the URL after CallCentre to /useradmin/routersimulator.
For example, in the North American (NAM) region, the URL would be https://nam.newvoicemedia.com/CallCentre/useradmin/routersimulator. Routing Simulator appears.
Click the Interaction selection tab and provide the following information:
Section | Field | Description | |
---|---|---|---|
Agent | |||
Skills | The name and level of each skill that your agent has.
For example, type 'Support:1, Sales:10' for an agent with level 1 in Support and level 10 in Sales.
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Interaction x | |||
Skills | The name of each skill that the interaction requires and its necessity level.
For example, type 'Support, English:0, Sales:15' where Support is mandatory, English is optional, and Sales is mandatory for 15 seconds.
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Waiting time at start (s) | The number of seconds that the interaction has been waiting for an agent. | ||
Interaction has SLA | Determines whether the interaction has an SLA or not. If you do not click Interaction has SLA, the interaction has no target SLA and the simulator ignores the SLA percentage and SLA time (s) fields. | ||
SLA percentage | The percentage of interactions that must be answered within the time you specify in the SLA time (s) field. | ||
SLA time (s) | The number of seconds in which the percentage of interactions that you specify in the SLA percentage field must be answered. | ||
Interaction has personal queue for agent | Determines whether the interaction should be routed to an agent's personal queue or not. If you do not click Interaction has personal queue for agent, the interaction does not require a specific agent and the simulator ignores the Personal queue timeout (agent logged in) (s) field. | ||
Personal queue timeout (agent logged in) (s) | The number of seconds for which the interaction must remain in an agent's personal queue and can only be assigned to that specific agent. |
The following information appears:
Section | Description | |
---|---|---|
Scenario Description | A textual description of the scenario you are simulating.
| |
Selected Interaction | The interaction that is assigned to the agent—the interaction with the highest score. | |
Scoring Data | This section consists of a line graph and a table showing the scores for the interactions at each second interval. The interaction with the highest score is assigned to the agent. |
You can set optimum load and maximum idle time for the account; currently, you must use default capacity settings for each interaction type. You can set required skills and a type for the interaction, and can set the following attributes for the agents:
The simulator displays the score for each agent-interaction match at one second intervals.
To use the Routing Simulator, perform the following steps:
To access the Routing Simulator, log in to the VCC Admin Portal and change the URL after CallCentre to /useradmin/routersimulator.
For example, in the North American (NAM) region, the URL would be https://nam.newvoicemedia.com/CallCentre/useradmin/routersimulator. Routing Simulator appears.
Click the Agent selection tab and provide the following information:
Section | Field | Description | |
---|---|---|---|
Account Settings | |||
Optimum load | The ideal capacity that your agents' assigned interactions should consume. | ||
Optimum load max idle time (s) | The maximum time that your agents, while able to handle interactions, can be idle. | ||
Agent x | |||
Skills | The name and level of each skill that your agent has.
For example, type 'Support:1, Sales:10' for an agent with level 1 in Support and level 10 in Sales.
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Workload | The agent's currently used capacity. | ||
Idle for (s) | The number of seconds that the agent has been idle. | ||
Interaction | |||
Skills | The name of each skill that the interaction requires and its necessity level.
For example, type 'Support, English:0, Sales:15' where Support is mandatory, English is optional, and Sales is mandatory for 15 seconds.
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Interaction Type | Whether the interaction is a phone call, chat or email. The type determines the capacity the interaction requires based on the default listed in Account Settings.
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The following information appears:
Section | Description | |
---|---|---|
Scenario Description | A textual description of the scenario you are simulating. For example
| |
Selected Agent | The agent that the interaction is assigned to—the agent with the highest score. | |
Scoring Data | This section consists of a line graph and a table showing the scores for the agents at each second interval. The interaction is assigned to the agent with the highest score. |