Chapter 3: Webex Contact Center Design (Phase 2) -- 3.5 Skills and Routing Design¶
3.5 Skills and Routing Design¶
3.5.1 Skills Inventory (WxCC)¶
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| ABHAVTECH WXCC SKILLS INVENTORY |
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| |
| SKILL NAME | TYPE | VALUES/RANGE | AGENTS | MIGRATION |
| ========================================================================= |
| |
| FUNCTIONAL SKILLS (Business Function) |
| ------------------------------------------------------------------------- |
| Sales | Boolean | True/False | 65 | From UCCX |
| Support | Boolean | True/False | 55 | From UCCX |
| Billing | Boolean | True/False | 15 | From UCCX |
| TechnicalSupport | Boolean | True/False | 15 | From UCCX |
| Digital_Channels | Boolean | True/False | 25 | From UCCX |
| |
| LANGUAGE SKILLS |
| ------------------------------------------------------------------------- |
| English | Proficiency| 1-10 | 175 | Enhanced |
| Hindi | Proficiency| 1-10 | 80 | Enhanced |
| Tamil | Proficiency| 1-10 | 15 | NEW (Phase 3) |
| German | Proficiency| 1-10 | 5 | NEW (Phase 3) |
| |
| REGIONAL SKILLS |
| ------------------------------------------------------------------------- |
| Region_India | Boolean | True/False | 150 | NEW |
| Region_EMEA | Boolean | True/False | 15 | NEW |
| Region_Americas | Boolean | True/False | 10 | NEW |
| |
| PRODUCT SKILLS |
| ------------------------------------------------------------------------- |
| ProductA_Expert | Proficiency| 1-10 | 8 | From UCCX |
| ProductB_Expert | Proficiency| 1-10 | 7 | From UCCX |
| ProductC_Expert | Proficiency| 1-10 | 5 | NEW |
| |
| SPECIAL SKILLS |
| ------------------------------------------------------------------------- |
| VIP_Handler | Boolean | True/False | 10 | NEW |
| Escalation_Handler | Boolean | True/False | 5 | NEW |
| Callback_Qualified | Boolean | True/False | 50 | NEW |
| |
| ========================================================================= |
| TOTAL SKILLS: 18 (vs 8 in UCCX) |
| NEW SKILLS: 10 (regional, language proficiency, special handling) |
| |
| PROFICIENCY SCALE: |
| 1-3: Basic (can handle simple inquiries) |
| 4-6: Intermediate (standard handling) |
| 7-9: Advanced (complex issues) |
| 10: Expert (training others, escalation point) |
| |
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3.5.2 Skill Profile Design¶
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| ABHAVTECH SKILL PROFILE SPECIFICATIONS |
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| |
| PROFILE NAME | SKILLS INCLUDED | AGENT COUNT |
| ========================================================================= |
| |
| SP-01: Sales_India_EN_HI |
| ------------------------------------------------------------------------- |
| Description: India sales agent - English & Hindi |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=7, Hindi=7 |
| Agent Count: 35 |
| |
| SP-02: Sales_India_EN |
| ------------------------------------------------------------------------- |
| Description: India sales agent - English only |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=8, Hindi=3 |
| Agent Count: 10 |
| |
| SP-03: Sales_EMEA |
| ------------------------------------------------------------------------- |
| Description: EMEA sales agent |
| Skills: Sales=TRUE, Region_EMEA=TRUE |
| English=9 |
| Agent Count: 12 |
| |
| SP-04: Sales_Americas |
| ------------------------------------------------------------------------- |
| Description: Americas sales agent |
| Skills: Sales=TRUE, Region_Americas=TRUE |
| English=9 |
| Agent Count: 8 |
| |
| SP-05: Support_India_General |
| ------------------------------------------------------------------------- |
| Description: India support agent - general |
| Skills: Support=TRUE, Region_India=TRUE |
| English=7, Hindi=6 |
| Agent Count: 40 |
| |
| SP-06: Support_Billing |
| ------------------------------------------------------------------------- |
| Description: Billing specialist |
| Skills: Support=TRUE, Billing=TRUE |
| English=8 |
| Agent Count: 15 |
| |
| SP-07: TechSupport_ProductA |
| ------------------------------------------------------------------------- |
| Description: Technical support - Product A expert |
| Skills: TechnicalSupport=TRUE, ProductA_Expert=8 |
| English=8 |
| Agent Count: 8 |
| |
| SP-08: TechSupport_ProductB |
| ------------------------------------------------------------------------- |
| Description: Technical support - Product B expert |
| Skills: TechnicalSupport=TRUE, ProductB_Expert=8 |
| English=8 |
| Agent Count: 7 |
| |
| SP-09: Digital_Support |
| ------------------------------------------------------------------------- |
| Description: Digital channel agent (chat, email) |
| Skills: Digital_Channels=TRUE, Support=TRUE |
| English=8, Hindi=5 |
| Agent Count: 25 |
| |
| SP-10: VIP_Handler |
| ------------------------------------------------------------------------- |
| Description: VIP customer handler |
| Skills: VIP_Handler=TRUE, Sales=TRUE, Support=TRUE |
| English=9, Hindi=7 |
| Agent Count: 10 |
| |
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3.5.3 Routing Logic Design¶
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| ABHAVTECH ROUTING LOGIC - DECISION FRAMEWORK |
+-----------------------------------------------------------------------------+
| |
| ROUTING DECISION FLOW: |
| ======================= |
| |
| +------------------+ |
| | Call Arrives at | |
| | Entry Point | |
| +--------+---------+ |
| | |
| v |
| +------------------+ +------------------+ |
| | IVR Flow |---->| Determine: | |
| | (Language, Menu) | | - Language | |
| +------------------+ | - Function | |
| | - Priority | |
| +--------+---------+ |
| | |
| v |
| +-----------------------------------------------------------------+ |
| | SKILL REQUIREMENTS SET | |
| +-----------------------------------------------------------------+ |
| | | |
| | Example: Sales call, Hindi selected, from India Entry Point | |
| | | |
| | Required Skills: | |
| | +- Sales = TRUE | |
| | +- Region_India = TRUE | |
| | +- Hindi >= 5 (proficiency) | |
| | | |
| | Preferred Skills (if available): | |
| | +- Hindi >= 7 (higher proficiency preferred) | |
| | | |
| +-----------------------------------------------------------------+ |
| | |
| v |
| +-----------------------------------------------------------------+ |
| | AGENT SELECTION ALGORITHM | |
| +-----------------------------------------------------------------+ |
| | | |
| | Priority Order: | |
| | 1. Agents with ALL required skills AND highest proficiency | |
| | 2. Among qualified agents: Longest Available Agent (LAA) | |
| | 3. If tie: Round-robin selection | |
| | | |
| +-----------------------------------------------------------------+ |
| | |
| v |
| +-----------------------------------------------------------------+ |
| | SKILL RELAXATION (OVERFLOW) | |
| +-----------------------------------------------------------------+ |
| | | |
| | Wait Time | Relaxation Action | |
| | -------------+--------------------------------------------- | |
| | 0-60 sec | Match all required + preferred skills | |
| | 60-120 sec | Match all required skills only | |
| | 120-180 sec | Remove Region requirement (global pool) | |
| | 180-300 sec | Reduce language proficiency to minimum (3) | |
| | >300 sec | Route to voicemail / callback offer | |
| | | |
| +-----------------------------------------------------------------+ |
| |
| PRIORITY BOOST CONDITIONS: |
| ========================== |
| * VIP Customer (CRM lookup): +2 priority levels |
| * Repeat Caller (within 24hrs): +1 priority level |
| * Negative Sentiment (AI detection): +1 priority level |
| * Callback Request: Match original priority |
| |
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