ResourceBroker is a proactive task blending system that moves agents between agent groups to make the best use of your resources and help you to meet your performance targets. It can, for example, move resources to handle a peak in inbound calls, and once the peak has gone, move idle agents into an outbound campaign.
The following describe the items that need to be configured in order to use ResourceBroker:
| • | Users and agents - agents must belong to multiple groups; |
| • | Skills - optional, required only if appropriately skilled agents should be moved; |
| • | Rules - the rules used to move agents automatically. |
To participate in ResourceBroker task blending agents must belong to multiple groups. Using Manager, users may be configured such that they can belong to several agent groups. ResourceBroker will only move users between agent groups for which they are configured. That is, if a user is configured as belonging to groups A and B, ResourceBroker will be able to move the agent between groups A and B as necessary. Agent groups to which a user belongs are set as properties of individual users from the Agent Groups tab.
As a further feature for moving agents between groups, ResourceBroker may be configured to only move suitably skilled agents. ResourceBroker only moves agents into an agent group where the agents to be moved possess the skills required by that destination agent group. For example, if the agent group has a skill of French Speaking at level Standard then only users with the skill French Speaking at level Standard and above can be moved into that group. The skills, and skill levels, can be used to ensure only the correct agents are moved. Thus allowing agents, such as trainees, to be protected from moves until they have gained the requisite skills and levels of attainment.
Skill Requirements
Use Manager to set the skill requirements that must be met. These are set as properties of the agent group from the ResourceBroker tab. These agent group skills define what skills an agent must have to allow ResourceBroker to move them into that group.
Skill Availability
Use Manager to set the skills that agents possess. These are set as properties of individual users and of user groups from the Skills tab. These user and user group skills define what skills an agent possesses, which are then used to match up against the requirements set on the agent group, described above. Skills set on a user group are inherited by all users who belong to that user group.
Once ResourceBroker has been started you need to configure rules for ResourceBroker to follow in order to achieve performance targets. To do this, work out for each agent group the performance you need for that group; for example, customers calling the queue associated with group A must not be waiting more than 4 minutes. Also work out the conditions, if any, under which agents will be allowed to be released from each group; for example, agents may be moved out of their group if the average utilization for the group over the last 5 minutes is less than 50%.
Details on how to set ResourceBroker rules can be find in Setting Performance targets.