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Overflow from Expert to General Agents

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Overflow from Expert to General Agents


The goal of this scenario is to have the "best" Agents get calls before less qualified Agents. If all the expert Agents are busy, then calls will overflow to a basic Agent Pool. If the number of basic Agents is insufficient to handle the call volume, calls can go to any Agent, regardless of their training, on the theory that it is always better to answer a call than have it sit in the Queue.


Determining the Best Agents:


For this scenario, the best Agents have the most training. We will represent this using a Routing Attribute that describes an Agent's training level. We will create a Pool that specifies how to sort Agents based on the "TrainingLevel" Attribute. For simplicity, there are three training levels:


  • Expert—Agents have completed an advanced training course for this Program (TrainingLevel = 3)
  • Basic—Agents have basic training in the Program (TrainingLevel = 2)
  • General—Agents have no training in the Program (TrainingLevel = 1)


Create the Training Attribute


If you are not already signed into Contact Center, do so now. You will need to have Administrator privileges to create all of these components.


  1. Select the Routing menu, then click Routing Attributes.
  2. Click the Add New Attribute button.
  3. Type in a name for this Attribute (e.g. "TrainingLevel")
  4. Set the Category to Routing. This will make this Attribute appear on the Routing tab of the edit User screen.
  5. Set the Status to Active.
  6. Set the Attribute Type to Integer.
  7. Set the Default Value to 1.
  8. Set Available for Reporting to Yes.
  9. Click Save Changes.


Create the Agents


  1. Select the User Accounts menu, then click Edit Users.
  2. Click the Add New User button (or locate an existing Agent to edit)
  3. Fill in as much info as you want on the General tab (at the minimum, you must give the Agent an Account Name and a Chat Name).
  4. Click on the Account Status tab. Make sure you set a Temporary Password for new users.
  5. Set the Group to Agent.
  6. Click Save Changes.


This Agent will inherit the default value for the TrainingLevel Attribute, 1, making them a "General" Agent. Repeat these steps for as many General Agents as you'd like to create. (You will need at least 2 Agents to complete this scenario.)

To create the "Expert" Agents, we will demonstrate how to change Attributes for multiple Agents at once.


  1. Select the User Accounts menu, then click Edit Users.
  2. Use the search controls to locate the Agents you want to designate as experts.
  3. Check the checkbox next to each Agent.
  4. Click the Edit Attribute button
  5. Select the TrainingLevel Attribute.
  6. Enter a value of 3 in the Attribute Value.
  7. Click Apply Change.


Create the Pool


The next step is to create the Agent Pool. As we noted at the beginning of this scenario, we need to create a Pool to specify the sorting strategy for the TrainingLevel Attribute.


  1. Select the Routing menu, then click Pools.
  2. Click the Add New Pool button.
  3. Name this Pool Program 1.
  4. Click the Add Rule link.
  5. Select TrainingLevel from the Routing Attribute drop down menu.
  6. Set the Logic field to is greater than.
  7. Type 0 in the Value field (remember, we want to select Agents who have a value of 1 or more in the TrainingLevel Attribute).
  8. Click the Add Sort Logic link.
  9. Select TrainingLevel from the Routing Attribute drop down menu.
  10. Set the Sort Order to Descending. This will cause higher ranked Agents to receive calls before lower ranked ones. Any available Agents with a TrainingLevel score of 3 (expert) will come before those with 2 (general), and those with 2 will come before those with 1 (untrained).
  11. Click Save Changes.


Setting up the Client, Program and Campaign


Now that we have the Agent Pools to choose from, we can set up the Routing components. Since each successive piece depends on the previous one, you should do these steps in order.


Create the Client


  1. Select the Routing menu, then click Clients.
  2. Click the Add New Client button.
  3. At minimum, provide the Client Name, for example, ABC Widget, Co.
  4. Click Save Changes.


Create the Program


  1. Select the Routing menu, then click Programs.
  2. Click the Add New Program button.
  3. Name this Program Program 1.
  4. Select the Client (e.g. ABC Widget, Co.)
  5. Click Save Changes.


Create the Campaign


  1. Select the Routing menu, then click Campaigns.
  2. Click the Add New Campaigns button.
  3. Name this Campaign Campaign 1.
  4. Set the Program field to Program 1.
  5. Select a Queue IVR to play to your callers while they wait in the call queue. Contact Center comes with a professionally recorded generic queue IVR, or you might have created your own.
  6. Click on the Pools tab.
  7. Click the Add Pools link.
  8. Select the Program 1  pool from the drop down menu.
  9. Click Save Changes.


Assign an Incoming Number


  1. Select the Routing menu, then click Incoming #s.
  2. Use the Phone Number Search controls to locate the incoming number you want to use.
  3. Check the check box for that number then click the Edit Numbers button.
  4. In the Edit Selected DNISes dialog:
    1. Check the Campaign checkbox and use the drop down menu to select Campaign 1.
    2. Check the Disabled/Enabled check box and set the drop down menu to Enabled.
    3. Click the Apply Changes to Incomings button


That's it! You can now begin to take calls on this Campaign.

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