The following sections give example ResourceBroker rule configurations to:
| • | configure an agent group to use idle agents; |
| • | configure an agent group to react to an inbound call peak. |
As well as rule configurations, the following ResourceBroker interval times are also configurable:
| • | The interval at which agent moves are performed. |
| • | The interval at which switch/contact centre statistics are collated. |
| • | No ramp up – prevents moving more than one agent at a time. |
There should be no need to change these values, however, they may be configured from the System Settings page ResourceBroker tab.
Configure an agent group to use idle agents
A common use for ResourceBroker is to manage an agent group which takes up the slack. This is normally an OutBound campaign that can run whenever agents are otherwise idle. The group is also able to release agents to inbound agent groups when there is an increased demand for inbound agents.
Use the Agent Group properties ResourceBroker tab to configure the require agent and release agent rules for your OutBound group such that both rules are always active. As an example of this configuration, configure the OutBound group agSales as follows:
Configure to use Idle Agents
| 1. | Set the require agents rule as: Agent Utilization is less than 101%. This will always be true and so the group will always be in demand for agents, up to the maximum number of agents for the group (i.e. 10 in the example shown). |
| 2. | Set the release agents rule, which should also be: Agent Utilization is less than 101%. Again this will always be true so the group will always allow agents to be removed, if they are required elsewhere, down to the minimum agents in the group (i.e. 3 in the example shown). |
| 3. | Configure any additional settings for shift times and minimum / maximum number of agents in the group to prevent the group getting too big / small. |
| 4. | Ensure that all your agents belong to the relevant inbound agent groups, this OutBound agent group, and also have the requisite skills (if using skills). |
Once the system is reconfigured, the OutBound group will take on any idle agents from groups releasing agents.
Configure a group to react to an inbound call peak
A common requirement is to move agents into an inbound group to cope with an increased demand. This is normally indicated by an increase in queue times for customers.
To configure this, use the rule configuration dialog to configure the require agents rule for the inbound agent group agQuotes that services the queue as follows:
Configure for Inbound
| 1. | Set the require agents rule as: Queue Time is greater than 3 minutes (for example). When queue times get to the 3 minute point agents will be moved into the group, so shortening the queuing time. In the example opposite, qInvex1 is the name of the queue. |
| 2. | Set the release agents rule as: Queue Time is less than 30 seconds (for example) with a minimum number of agents in the group. As the queue gets to a more manageable level agents will be freed to perform other tasks, but a minimum number of agents will be maintained. |
| 3. | Ensure that agents are configured such that they can enter the group (i.e. they belong to the agent group and posses the requisite skills). |
| 4. | Ensure that there is another group that is releasing agents (for example, an OutBound group configured as described above). |
Once the system is reconfigured, the group will respond to increases in demand by moving agents into the group.