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Q - Entry point, holding place, or parking lot for interactions which are to be automatically assigned to available agents.

Queue Weight - Priority level assigned to a Q . This dictates which Q gets priority when evaluating multiple interactions waiting across multiple Qs.  Q Call Point - Priority level assigned to an Interaction which is done so at some point during the inbound call flow (Inbound Route, Advanced Workflow, Logic & Actions). This value prioritizes which interaction is chosen among other waiting interactions.

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Required Skill - Skill which requires an agent, configured for such skill, is available before routing for an interaction which is tagged tagged with the skill.Skill Weight - Priority level assigned to a Skill. The skill weight is then applied to available agents, qualifying the best available agent for calls with skills.

• It should be noted that Sharpen does not apply unique skill proficiencies proficiency by user. Skill weights are applied on the skill and relate to users with the assigned skill, universally.

How are interactions assigned?

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Sharpen exists in a perpetual state of evaluation of the best interactions and agents to solve both situations. This perpetual state involves the periodic execution of a hierarchy of selection jobs to identify waiting interaction and available agents in a prioritized list. We then select the best item from the list and send it to the right place. The sequence goes like this...

Queue Selection

During this selection process, the system is prioritizing which Q to pick an interaction from. It does so by evaluating these criteria

• Are there available agents?

• Are there waiting interactions?

• What is the assigned Queue Weight?

Based on the returns, the list is ordered by weight in a descending fashion, and the top Q is selected to then identify which interaction to choose.

Interaction Selection

The interaction selection process fires off immediately after we’ve chosen which Q to evaluate. The job of this selection is to evaluate all interactions in Q to choose the highest priority. The following criteria are evaluated to complete this job.

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When skills are involved, the same criteria are involved, but skills influence the sorting of available agents to make the best choice based on the count of skills and total value of skill weight which applies to the interaction selected. The system will sort the available agents by the number of skills (descending), then by the sum of the skill weights relating to those skills (descending), then finally by the last time the agent had a call (ascending). In practical terms, this means the agent who has not taken an interaction in a while and possesses the most skills at the highest weight, will get the interaction firstassigned skills. If the skills are set to “required,” then only agents with those skills will be evaluated.

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