When agents are handling an interaction, only the service the customer selected is shown. This feature request asks to enhance the supervisor Real-Time Dashboard by also showing auxiliary skills assigned to that agent, enabling better real-time decision-making.
Use Case Scenario
During a service outage, calls spike for both technical and billing inquiries. Supervisors need to allocate resources quickly. Two agents, both on calls, have different auxiliary skills: one has technical and billing skills, the other only technical. The current dashboard only shows that both are on “Technical Support” calls. If auxiliary skills were visible:
- The supervisor could prioritize routing a mixed inquiry to the dual-skilled agent when available.
- Resource planning and rerouting could be done more effectively without needing to manually check agent profiles.
Supervisors require full visibility into agent capabilities to make informed routing and escalation decisions in real time. Without visibility into auxiliary skills, routing decisions may be delayed or misinformed, leading to longer wait times and reduced first contact resolution.
Hi and welcome to the forum!
Are you talking about the “required” skills that come with the call (“Techincall Support” you mentioned is the top skill from that list) or “all skills the agent has” ? The second list could be huge.
Hi Sergey,
The requirement is to show case the Auxiliary skills on the real time statistics for the supervisor. Along side the service.
Supervisors currently lack visibility into an agent’s auxiliary skills during live interactions. This limits their ability to:
- Assess whether an agent is optimally utilized.
- Route interactions more effectively during peak times.
- Make informed real-time staffing and escalation decisions.
The supervisors are looking at the below benefits with the visibility Skills of the interaction handled by the agent.
- Operational Efficiency: Supervisors can better manage multi-skilled agents and redirect interactions in real time based on agent capabilities.
- Increased Transparency: Gives a holistic view of agent skill coverage, especially critical during high call volumes or unexpected staffing shortages.
- Improved Customer Experience: Ensures customers are matched with the most suitably skilled agents, reducing transfers and improving first contact resolution.
Yadhu,
Today, if you click on a service you can see a breakdown by auxiliary skills:
We did not want to output all service/skill combos as it would expand the list quite a bit, and also not every statistic is available at such a granular level.
Would that work for your purpose?
Sergey
